Customer Service Agent

Network International; Cape Town; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading company in the financial technology sector seeks a Customer Service agent to provide exceptional service in a fast-paced environment. You will be responsible for managing merchant queries, delivering top-notch support, and collaborating with various teams to ensure customer satisfaction. Candidates must be detail-oriented, possess strong communication skills, and have at least 2 years of experience in a customer-centric role.

Qualifications

• 2 Years+ experience in a customer service environment.
• Experience handling e-commerce and POS related queries.
• Familiarity with operating systems and network concepts.

Responsibilities

• Provide exceptional customer service to stakeholders.
• Resolve queries efficiently across supported platforms.
• Collaborate with internal and external stakeholders to enhance service delivery.

Skills

Customer Service

Problem Solving

Attention to Detail

Interpersonal Skills

Communication

Education

Matric/equivalent

Tertiary qualification

Tools

Support Ticketing Systems

CRM Software

Job description

Job Description

As a Customer Service agent within the contact center, you’ll play a pivotal role in delivering excellence in merchant services. Your responsibilities will encompass providing top-notch service to both internal and external stakeholders across all supported platforms. Adhering to company- based time frames.

Responsibilities

• Provide exceptional customer service to all relevant stakeholder's, paying attention to detail in terms of departmental quality standards.
• Resolve all queries logged via supported platforms within a timely/ efficient manner for both e-commerce and Level 1 POS related queries
• Provide authentic, courteous service at all times in line with company policies and procedures.
• Provide out of the box solutions to queries raised.
• Follow and execute support protocols in line with the business needs to the highest calibre.
• Proactively manage workload via all relevant company platforms.
• Proactively retain merchants via service excellence and authentic customer service methodology.
• Provide technical support where required (Previous fintech technical knowledge is beneficial)
• Collaborate with all internal and external stakeholders to resolve queries, facilitate solutions to enhance service delivery at every interaction.
• Demonstrate a keen interest to learn, understand and improve within the business.
• Highly developed sense of integrity and commitment to customer satisfaction and excellence.
• Have strong work ethic as well as be able to work within a dynamic, fast paced and highly adaptable team environment.
• Open to feedback, mentoring and coaching for the purpose of growth within the business.
• Ability to take accountability for tasks and complete everything that is required within a proficient manner.
• Maintain accurate records of customer interaction, issues and resolutions using our internal systems
• Collaborate with other team members and departments to resolve complex technical issues
• Stay updated on product features, enhancements and industry trends to provide informed support
• Conduct follow-up calls to ensure customer satisfaction and issue resolution
  
  

Qualifications

• Matric/equivalent thereof.Tertiary qualification advantageous
• 2 Years+ experience in a customer service environment dealing with e-commerce and POS related queries
• Ecommerce, Online Payments Process, POS and Technical experience is required
• Detail-oriented and puts a high value on accuracy
• Familiarity with various operating systems and network concepts
• Proficiency using support ticketing systems and CRM software
• Excellent interpersonal and communication skills
• Proficiency in both written and verbal communication
• Ability to work independently and as part of a team
• Strong problem-solving abilities and attention to detail
• Good organizational skills and the ability to multitask in a fast-paced environment
• Willingness to work shifts between the hours of 8am to 6pm, Monday to Saturday as well as public holidays where required.