Helpdesk/Customer Service Administrator

SUMMARY:
Responsible for providing first level support to external and internal customers, data capturing, resolving queries, complaints, and troubleshooting for all terminals and transaction related queries.

POSITION INFO:

• Matric
• Diploma or Higher Certificate in customer services
• 1 – 2 Years’ experience in Banking and Acquiring environment
• Must speak Afrikaans fluently
• Must come from a contact centre/call centre environment 

Customer Services

• Communicates effectively and professionally with all internal and external customers.
• Attends to all customers in a courteous manner and always ensures total customer satisfaction.

Planning

• Sorting approvals and paperwork (Rental + Configuration Forms) required for capturing daily. 
• Inform the relevant sales consultant and regional managers regarding outstanding documentation required for on-boarding.
• Assist Customer Services Manager with group (corporate) deals. Ensure all relevant documents have been received and saved on the data drive.
• Prepared the following for capturing to commence:
• - Schedule Excel Format
• - Schedule PDF Format (signed)
• - Master Rental Agreement

Product Knowledge

• Ability to provide innovative solutions to team members, sales consultants, customers and business partners which are aligned with the Company product offerings.
• Knowledge on all products and services offered by Company and keeps abreast of all new product developments and changes that may occur.

Technical

• Ability to support customers on basic technical functions and keeps abreast of all future technological developments and changes that may occur.
• Basic knowledge regarding technology behind the product offering in card industry.

Administrative

• Assist with on-boarding of new merchants.
• Create merchant profile on technical system with new account code.
• Link the physical terminal to the new account code.
• Email welcome letter to merchant.
• Draft and save email welcome letter on data drive for technical to dispatch with the terminal.
• Update and assign ticketing system to the Technical queue.
• Ensure documentation is accurately completed by sales consultants within the approved mandates.
•  Notify Customers Services Manager regarding:
•  Pending applications without approval
• Applications situated in non-traditional areas.

Call Handling

• Adhere to work schedule by logging on telephone on time for individual shifts and diverting calls at the end of each shift.
• Provide first level technical support to all sales consultant, merchants and business partners.

• Second-level technical escalations to be logged to a specific technician via the ticketing system with the following information provided.

•  - Troubleshooting steps taken
• - Contact Name
• - Contact Number
• - Merchant Trading Name
• - Account Code
• Accurate details for all escalated queries must be provided to all the relevant departments (Bidvest, Billing, Sales etc.) for timeous resolutions.

NB! This job is now closed. You can apply for other jobs by uploading your CV.