Merchant Support Officers

Recruiter:

Mobi Train

Job Ref:

CPT000199/Cindy

Date posted:

Thursday, December 22, 2022

Location:

Capetown, South Africa

Salary:

R10000 Monthly

SUMMARY:
CONTRACT to PERM
These positions will be situated in Stellenbosch and involves supporting merchants remotely.
The job scope covers online and POS support and spans Card and QR payments, and various software applications such as airtime and electricity sales.
Training will be offered the opportunity to advance support skills from device activation and onboarding, handling advanced technical and financial queries.
As Support Officer, client engagement will start with supporting new and existing merchants. Training these merchants in using Android and Point-of-Sale devices with the specific software loaded on them. Exposure to various online solutions and payment rails. The ideal candidate will be the face of the client and must be passionate about understanding the needs and creating a positive customer experience.
Queries from the merchants will be via VoIP phone, WhatsApp and email. Queries will range in complexity from simple "how-to" questions to over-the-air trouble shooting using Terminal Management and other systems to resolve issues.
A good understanding of daily merchant demands, android software and strong analytical and troubleshooting skills are key to being successful in this role.

JOB DESCRIPTION:

Key areas of Responsibility
Expected to advance through a skills matrix as you progress in your career, thereby exposing more responsibilities including(but not limited to):
Device and Platform Back-Office Support

Meet and exceed operational targets
Support and assist merchants with onboarding
Train merchants to use the POS device to take payments and sell VAS
Train online merchants how to setup to optimise the clients payment and communication experience
Provide exceptional customer support by responding accurately to phone, e-mail and WhatsApp enquiries
Assist merchants with installing and using additional software(such as Stock Management) on the devices as appropriate
Escalate critical merchant situations to management
Become fluent in demonstrating the devices and related software
Clearly explain the advantages and benefits of using the android device
Process daily workflow/calls/support/orders/quotes on the respective platforms
Track and administer all support cases to ensure timely resolution and follow-up
Train new Support Officers in the full skills matrix

Administrative functions:

Manage dispute handling process
Manage onboarding process
Monitor system Audit trail
Manage and process the PIN reset process through authentication
Execute and manage Access request process for internal users from end to end
Manage internal user profiles, roles and permissions providing monthly reports
Perform daily testing on all features(card acceptance, cash acceptance VAS purchases, merchant liquidations, etc)
Perform reversals of merchant and/or customer funds
Execute suspensions, revivals and live cycle of customer wallets

Key attributes and Requirements

Minimum Grade 12 or equivalent, relevant Diploma/Degree beneficial
Clear Criminal and Credit history
Outstanding communication, interpersonal and admin skills
Excellent verbal presentation skills
Critical thinker and problem solver
Demonstrates creativity, resourcefulness, energy, passion, integrity, honesty, smart-thinking and teamwork capabilities
Good at relationship building and maintenance
Must be able to operate in a regulated work environment
A support track record will be advantageous
Working hours - 7h00-22h00;7days; 45h00 per week
Contactable references required

CV's are to be submitted to -train.co.za

Should you not be contacted after 2 weeks of submission of your CV, please consider your application as unsuccessful.

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

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