Job Description
Job Purpose
Ensuring the smooth functioning of operational processes related to VAS, This position involves, troubleshooting issues, supporting daily operations, coordinating with various stakeholders eg. tech, retail operations, regional teams, retailers, and ensuring seamless service delivery.
Key Performance Indicators (KPI)
- Process Optimization
- Customer Retention and Loyalty
- Technology and Tool Management
- Issue Resolution
- Customer Communication and Engagement
- Compliance and Quality Assurance
Level of Decision Making
Internal Interactions
External Interactions
Junior level of decision making.
Omnichannel Executives
Retail Operations Executives
DC Marketing Teams
DC Retail Operations Teams
Retailers
Retail service providers / partners
Technology vendors
Key Responsibilities
- Troubleshoot and resolve daily recon queries from Retailers and CO
- Maintaining Retailer VAS Agreements, ensuring VAT, Bank Account and Company Registration numbers are validated.
- Maintain the Retailer Activation lists ensuring all stakeholders are aligned.
- Resolving Central office recon exceptions from service providers.
- Troubleshot system transactions and voucher failures, working with technical teams and vendors for resolution
- Log calls for any system malfunctions and ensure it has been resolved.
- Assist in launching new VAS services, ensuring all operational aspects are in place.
- Conducting analysis to support decision making related to value added services. This includes analysing retailer and vendor recons/expenses/profitability/sales revenue.
- Working closely with the finance team to ensure accurate reporting across value added services.
- Preparing month end Supplier, Retailer and Business reports.
- Identifying and reporting on any financial risks associated with value added services
- Monitoring the business and financial performance of value added services through Key performance indicators. Identifying trends and deviations from targets set.
- Other Adhoc Functions
Job Requirements
Skills & Knowledge & Key Competencies
Skills:
- Technical Proficiency
- Time Management and Multitasking
- Collaboration and Teamwork
- Customer Service Excellence
- Multichannel Communication
- Strong communication skills
Must have a high stress tolerance and the ability to prioritise and execute tasks efficiently in a highly pressurized environment
Excellent communication, presentation, and interpersonal skills, to interface effectively with all levels of colleagues and with external customers in a team orientated manner
Must be collaborative, influential, and rational
Strong numeracy and analytical skills
Ability to recognise patterns and engage in high-level decision making
Precise planning and excellent organisational/administration skills
Exceptional accuracy and extreme attention to detail
Quality orientated and self-driven to achieve results
Ability to understand and quickly learn new systems and processes
Operate and contribute in a Team based working environment
Ability to identify improvement areas and provide value where value can be provided to the Retailer and Supplier operations
- High degree of confidentiality, emotional maturity, ethical values and integrity.
Knowledge:
- Cultural Sensitivity
- Problem Resolution in a Multichannel Environment
- Customer Feedback and Survey Management
- Brand Voice and Tone
- Conflict Resolution Techniques
Qualifications
Experience
- Matric
- Business/Financial related diploma or degree
- Fields like Business Administration, Marketing, Communications, Customer Service, or Information Technology are preferrable
- At least 2-3 years of experience in customer service, ideally in an omnichannel environment (handling phone, email, chat, and social media support).
- Experience with CRM or Helpdesk Software
- Experience with Multitasking
- Support Experience
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Other Retail Jobs in Kwazulu-Natal
In the retail sector of Kwazulu-Natal, South Africa, the general job market trends suggest a relatively stable industry with opportunities for growth and development. Typically, retailers in this region focus on providing excellent customer service while managing inventory and maintaining store appearance. Generally, these roles require adaptability to changing consumer needs and preferences.
Salaries for retail positions in Kwazulu-Natal can vary widely depending on factors such as experience, company size, and industry sector. Commonly, entry-level roles may start within the R10 000 – R15 000 per month range, while experienced professionals may earn between R25 000 – R40 000 per month or more. It’s essential to note that these figures are only a general guide and actual salaries can vary significantly.
To succeed in retail positions, common skills include excellent communication and interpersonal skills, the ability to work well under pressure, and basic knowledge of point-of-sale systems and inventory management software. Other important skills typically required include attention to detail, customer service skills, and the ability to adapt to new technologies and processes. Generally, retailers in this region are expected to be proactive and responsive to customer needs.
The retail sector is a diverse industry, with various sectors commonly employing these roles. Financial services sector retailers often provide financial products and services, while technology industry retailers focus on electronic goods and gadgets. Manufacturing sector retailers may sell products manufactured locally or imported from other countries. Retailers working in these industries typically require knowledge of their specific product lines and market trends.
For career development, retail professionals can expect opportunities to advance into management roles or specialize in a particular area, such as visual merchandising or supply chain management. Typically, promotions are based on performance, customer service skills, and adaptability to new initiatives and technologies. With experience and additional training, retailers can move into more senior roles, including store manager or district manager positions, or explore related careers in fields like marketing or human resources.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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