Merchant Success & Payments 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

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,