Job Description:

Perks

• Working as a part of a small, but global company
• Flexible shifts for traffic
• Table tennis
• Free lunch
• Free snacks
• 20 days standard leave

Minimum Requirements:

• Grade 12, post-matric qualification advantageous.
• Minimum 2+ years’ experience in a Technical Support position or similar within an IT operations environment
• Previous experience working in the Banking or Financial Technology industry.
• Valid driver’s licence and own transport essential.
• Excellent written and verbal communication skills in English.
• Willing to work flexible schedule and occasional overtime when needed.

Working Hours :                 

• Technical Support will be required to work on a rotating shift basis.

Duties and Responsibilities:

• Maintain customer service levels
• Provide prompt, courteous service to all external and internal customers
• Assisting merchants with general queries, answer customer inquiries/communications as required.
• Assist any individual contacting the service desk.
• Resolve and remedy customer complaints
• Resolve queries via telephone, and email correspondence.
• Must be able to troubleshoot errors/issues reported before escalating further.
• Follow and execute support protocol for escalation.
• Assist merchants and developers with implementation queries.
• Attracts potential customers by answering product and service questions
• Assist internal staff with support related queries.
• Provide Second Line Support to partners.
• Contributes ideas and suggestions to improve on service delivery.
• Responsible for actively ensuring the retention customer base.
• Collaborates with other departments to resolve problems, facilitate solutions and enhance customer service delivery.
• Attends regular customer service departmental meetings.
• Adheres to all company policies, procedures and guidelines.
• Use all available resources to resolve or escalate customer incidents per established guidelines, processes, and service level agreements.
• Identify recurring incidents and trends, and escalate appropriately.
• Monitor for problems, taking immediate action where possible and escalating when required.
• Perform, organize, and streamline operational tasks to reduce the potential for errors.
• Ensure knowledge base is kept up to date.
• Contribute toward/lead continuous improvement efforts/initiatives.
• Performs other related duties as assigned by management.
• Continuously learning and improving on product and job knowledge in order to deliver service excellence.

Keeping abreast with changes and updates to company’s product and services

Work day and night shifts (6am – 6pm and 6pm – 6am). 2 Days on 2 Days off

Job Brief

Our client is looking for a customer-oriented service sales representative who has a genuine interest and liking for people. This person will act as a liaison, promote product/campaign information, and resolve any emerging problems that our clients might face with accuracy and efficiency. The candidate should have a deep desire to help and forge strong relationships with their clients. The ideal candidate will report directly to the Team Leader and Customer Service Manager.

Education Skills and Experience

• Relevant Diploma or Degree
• At least 2 years’ experience in the same or similar role
• Excellent knowledge of customer service principles and practices
• Numeric, oral, and written language applications (30+ wpm)
• Excellent relationship building skills
• Excellent Communication skills
• Psychological analysis ability
• Strong negotiation skills

 Duties will include but not be limited to:

• Must thrive on Chats, in and outbound calls, showing initiative and strong negotiation skills.
• Apply techniques to convert new registrations and then maintain client retention.
• Personally, develop relationships with clients to forge trust, loyalty, and superior service to enhance the clients gaming experience.
• Extensive communication with clients is via email, phone, and chat.

Key Competencies to Succeed

• Vibrant and Passionate
• Proactive and self-motivated
• Good team spirit
• Adaptability
• Attention to detail and accuracy
• Ability to work well under pressure.

Perks

• +- 50% Medical Aid Contribution
• Percentage of gym membership paid (Virgin Active and shopping centre 1km from office)
• Life insurance
• Modern working environment with innovative technology located in Bryanston