CSE Specialist

Nicfurniture; Johannesburg; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Network International, based in Cape Town, seeks a Customer Service Excellence Specialist to maintain proactive relationships with customers, ensure satisfaction, and promote adoption of our products and services, driving revenue expansion. You will work closely with the CSE HOD, Relationship Managers and internal departments to achieve merchant goals using data-driven insights.

Responsibilities include managing merchant portfolios, resolving queries, performing QBRs, upselling, logging tickets,

Qualifications

• Excellent communication skills in English; proficiency in other South African languages would be advantageous.
• Excellent relationship building skills.
• Proven experience in proactive customer service, preferably in call/support centre environment.
• Technical knowledge and experience with POS devices and payment processing systems is advantageous.
• Ability to build and maintain relations with merchants within a named portfolio.
• Ability to prepare for and conduct QBRs.
• Strong problem-solving abilities and attention to detail.
• Ability to work independently and as part of a team.
• Good organizational skills and the ability to multitask in a fast-paced environment.
• Willingness to work shifts and flexible working hours, including weekends and public holidays, as well as standby shifts, if necessary.
• Flexibility and adaptability to change in being a part of moulding and shaping the newly established department.
• Proactive customer-first approach.
• High degree of empathy and dedication to customer success.

Responsibilities

• Manage a portfolio of merchants and build long-term relationships with first-class service.
• Resolve merchant queries and drive changes with the CSE team.
• Collect data within your portfolio to inform product enhancements and upsell.
• Educate merchants on needs, business models, and product usage for success.
• Conduct regular onsite merchant visits and quarterly business reviews.
• Monitor customer health and address concerns proactively.
• Identify and initiate upsell and cross-sell opportunities to expand revenue.
• Log and manage all tickets per protocol and SLA.
• Build merchant profiles and maintain knowledge base.
• Support retention of merchants wishing to cancel.
• Handle escalations from Merchants, Ops, and Sales.
• Communicate proactively with Merchants as required by CSM.
• Maintain knowledge of products, features, processes and guidelines.

Skills

English communication

Relationship building

Proactive customer service

Problem solving

Independent work

Team collaboration

Time management

Shift flexibility

Customer-focused

CRM experience

Payment knowledge

Education

Grade 12

Related field degree (advantageous)

Tools

CRM software

Ticketing systems

POS devices

Job description

JOB DESCRIPTION

Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.

About Us

JOB DESCRIPTION

Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.

Our EVP's

At Network International, we always stay ahead. In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.

Job Description

The Customer Service Excellence Specialist, based in Cape Town, will be responsible for maintaining proactive relationships with customers, ensuring their satisfaction, and promoting the adoption of our products and services, hereby driving revenue expansion. Incumbents will work closely with the CSE HOD, Relationship Managers and internal departments to ensure that customers reach their goals using data driven insights.

Responsibilities

• Manage a portfolio of merchants and build long-term relationships, demonstrating first-class service levels
• Understand, evaluate, and look to continuously improve in supporting and resolving Merchant queries, working with the CSE Team to affect required change
• Gather data within your portfolio to determine Merchant needs, and use this to funnel ideas, product enhancements, feature adoption etc. to the Product Team via the CSE HOD
• Understand your Merchant portfolio, the needs, their business models, their product make-up and use this to educate/guide the Merchant to success
• Conduct regular onsite merchant visits and conduct QBRs every quarter
• Monitor customer health and proactively address and concerns or sudden changes
• Identify and initiate upsell and cross-sell opportunities, aiding in revenue expansion
• Manage any incoming queries related to your portfolio, keeping track of query types and frequency
• Assess reports within your portfolio and report on key insights, such as reduced TPV on account of systems issues
• Identify potential Merchant unhappiness before they reach out, and proactively address these internally as well we with the Merchant directly
• Initiate fee reviews as per company policy as and when required and authorized to do so
• Ensure that all tickets are logged, assigned and managed according to protocols and turnaround times
• Build and maintain Merchant profiles and/or portfolios
• Build and maintain knowledge base
• Assist in retention of Merchants wishing to cancel
• Manage escalations from Merchant Service, Operations, Sales and the like
• Proactively communicate with the Merchants as required by the CSM
• Maintain and consistently demonstrate sound knowledge of business products, features, processes and guidelines
• Ad hoc duties related to the role

Due to the fluid and dynamic environment within the business, new, additional or changed position responsibilities may occur

Successful demonstration of change orientation is an on-going responsibility in all positions

Skills Required To Perform The Job Successfully

• Excellent communication skills in English; proficiency in other South African languages would be advantageous
• Excellent relationship building skills
• Proven experience in proactive customer service, preferably in call/support centre environment
• Technical knowledge and experience with POS devices and payment processing systems is advantageous
• Ability to build and maintain relations merchants within a named portfolio
• Ability to prepare for and conduct QBRs
• Strong problem-solving abilities and attention to detail
• Ability to work independently and as part of a team
• Good organizational skills and the ability to multitask in a fast-paced environment
• Willingness to work shifts and flexible working hours, including weekends and public holidays, as well as standby shifts, if necessary
• Flexibility and adaptability to change in being a part of moulding and shaping the newly established department
• Proactive customer-first approach
• High degree of empathy and dedication to customer success

Minimum Requirements

• Grade 12; a tertiary education in a related field of study would be advantageous
• Minimum 2 years’ experience in a technical support role, especially within the payment or retail industry is highly desired
• Familiarity with various operating systems and network concepts
• Proficiency using support ticketing systems and CRM software
• 1 year’s experience in portfolio management is preferrable

Network International is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, nationalities, and experience levels. We are committed to creating an inclusive workplace where innovation, diversity, and performance thrive.