Customer Services Administrator wanted: Salary R14 000 per month
Customer Services:
Communicates effectively and professionally with all internal and external customers.
Attends to all customers in a courteous manner and always ensures total customer satisfaction.
Planning:
Sorting approvals and paperwork (Rental + Configuration Forms) required for capturing daily.
Inform the relevant sales consultant and regional managers regarding outstanding documentation required for on-boarding.
Assist Customer Services Manager with group (corporate) deals. Ensure all relevant documents have been received and saved on the data drive.
Prepared the following for capturing to commence:
Schedule Excel Format
Schedule PDF Format (signed)
Master Rental Agreement
Product Knowledge:
Ability to provide innovative solutions to team members, sales consultants, customers and business partners which are aligned with the Company product offerings.
Knowledge on all products and services offered by Company and keeps abreast of all new product developments and changes that may occur.
Technical Knowledge:
Ability to support customers on basic technical functions and keeps abreast of all future technological developments and changes that may occur.
Basic knowledge regarding technology behind the product offering in the card industry.
Knowledge in Microsoft Word, Excel (Intermediate) and Outlook.
Review and reolve escalations
Assist with escalations and identify solutions to the customers (Internal + External) queries.
Administrative
Assist with onboarding of new merchants
Create merchant profile on technical system with new account code.
Link the physical terminal to the new account code.
Email welcome letter to merchant
Draft and save email welcome letter on data drive for technical to dispatch with the terminal.
Update and assign ticketing system to the Company Technical queue
Ensure documentation is accurately completed by sales consultants within the approved mandates.
Notify Customers Services Manager regarding:
Pending applications without approval
Applications situated in non-traditional areas
Ensure written approval for any exceptions.
RAM Courier Early Bird
Rental Terms
Stock Items
Rental Approval
Waiving Initiation Fee
Temporary closures
Free Temp Devices
Monitoring of the Helpdesk ticketing queue, ensuring corrective action is taken or cases resolved within the agreed SLA (24-48 hours).
Ensure customized reports are accurately captured and timeously sent to merchants. Sales consultant and regional managers to be notified regarding any delays.
Call Handling:
Adhere to work schedule by logging on the telephone on time for individual shifts and diverting calls at the end of each shift
Provide first-level technical support to all sales consultants, merchants, and business partners.
Second-level technical escalations to be logged to a specific technician via the ticketing system with the following information provided.
Accurate details for all escalated queries must be provided to all the relevant departments ( Billing, Sales, etc.) for timeous resolutions.
Requirements:
Grade 12 / Equivalent
Diploma or Higher Certificate in Customer Services
1 2 Years experience in Banking and Acquiring environment
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Source: Indeed
