Customer Engagement Consultant

Transaction Junction (Pty) Ltd; Milnerton; On-site; ZAR 300,000 - 400,000; Full time

Job summary

A leading company in financial services is seeking a candidate for a one-year fixed-term position. The role focuses on coordinating technical and business information, ensuring effective implementation of products. Responsibilities include managing customer engagement, administrative tasks, and supporting service delivery.

Qualifications

• Ability to manage multiple implementation tasks and customer interactions.
• Experience in handling software tools like Jira.
• Demonstrated ability to engage with customers and coordinate service delivery.

Responsibilities

• Coordinate implementation of TJ solutions across customer base.
• Load new stores and address customer queries.
• Engage proactively with customers to manage expectations.

Skills

Coordination

Customer Engagement

Technical Support

Administration

Job description

[vc_row][vc_column][wgl_spacing spacer_size="30px"][vc_btn title="Apply Here" style="gradient-custom" gradient_custom_color_1="#034ea2" gradient_custom_color_2="#00c1ff" size="lg" align="center" i_icon_fontawesome="fas fa-rocket" button_block="true" add_icon="true" link="url:https%3A%2F%2Fwkf.ms%2F4dJchTr|title:Apply%20Here|target:_blank"][vc_column_text css=""]We have 1 position available for a 1 year fixed term.

JOB PURPOSE
To coordinate technical and business information between vendors and internal stakeholders to enable service delivery and implementation of products and services to customers.

RESPONSIBILITIES

• Loading stores for Onboarding and liaising with all parties to complete the installation.
• Loading of T5 details and sending out Welcome packs to Clients on completion of the installation.
• Assisting the team with Closing of legacy tickets on Jira
• Complete verification of stores when they go live.
• Contact stores on Day 1,7,31 to complete courtesy calls and ensure that the merchant isn’t having any issues, log queries for issues picked up during the call.
• Follow up on Inactive terminal report.
• Follow up on No trade’s terminal report.
• Assist with Transpector Queries
• Follow up on unsuccessful installs.

Administration

• Responsible to load new stores and capture amendments or changes on the STO.
• Log and attend to calls onto Jira for any queries raised and seek resolution.
• Calls to be logged for implementation activities.
• Ad hoc administrative duties as and when required.

Customer Engagement

• Coordinate implementation of TJ solutions across the customer base
• Communicate customer requirements internally.
• Ensure effective and timeous customer engagement to manage expectations of implementation.
• Communicate any potential delays of implementation to customer.
• Ensure queries are addressed and resolved timeously by relevant department.
• Promote visibility of customer requirements internally through a pre-defined list of customers
• Support delivery of SLA activities

Onboarding and Co-Ordination

• Device Order ticket logging if applicable
• Site survey ticket logged if applicable.
• Loading merchants on STO
• Creating POS, switch, Back-office tickets
• QA process
• Providing config to Trade-link in a timeous manner

Transpector Queries

• Create logins for merchants as required.
• Assist merchant with logging in, Transpector training, and Transpector-related queries

Self-Management

• Set an example through personal quality and productivity standards and ways of working with others.
• Demonstrate consistent application of internal, procedures. Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change. Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs.
• Uphold all company values with honesty and integrity

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