Customer Service Agent

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

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

Qualifications

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