Cape Town Region: Customer Support Administrator posted by Lesaka Technologies

Job Title: Customer Support Administrator Department: Operations Location: Cape Town Role Overview The Customer Support Administrator is responsible for coordinating the resolution of customer-service tickets. This role involves managing enquiries, coordinating with internal and external teams, maintaining records, and resolving customer issues/queries in a timely and professional manner. Key Responsibilities include, but are not limited to: Promptly and professionally respond to customer enquiries via email, or telephone. Always ensure that the client queries are resolved within the specified service level. Constantly look for opportunities to improve our efficiency and effectiveness and propose changes to your supervisor. Build rapport with the customers that you support to aide in our customer retention strategy. Keep abreast of any new products or solutions within the EasyPay environment as well as changes to existing services so that you are able to respond appropriately to tickets. Take ownership of deliverables expected from you by making sure that they are delivered on or ahead of time, without the need to be reminded. Ensure that all logged tickets that fall within your allocated services/customers are assigned to you for action, within the specified SLA. Take ownership of tickets assigned to you by ensuring that you follow-up with any internal/external party that needs to provide feedback. Action of new store activations deactivations and log change requests. Follow up that the store loads have been completed. Monitor and assign tickets logged by customers and ensure that timeous response is provided by constantly following up with the relevant internal or external resources. Attend weekly/monthly client meetings with the relevant CRM. Assimilate customer feedback and communicate it to the relevant teams for process improvement. Identify trends in customer tickets or complaints and escalate for root cause analysis. Be open to changes in tools for efficiency improvement. Maintain up-to-date Standard Operating Procedures (SOPs) related to the customers that you serve for the services that you support. Add relevant content to the teams Frequently Asked Questions (FAQ) page on Confluence. Assist in onboarding and training new customer support team members relative to the customers and services that you support. Be prepared to back-up colleagues who are on planned or unplanned leave. In order to be considered for the position, the following requirements must be met: Grade 12. Client service/helpdesk experience. Previous experience in the payment services industry would be advantageous. Technical Competencies Computer literacy, Outlook and Excel. Work Behaviours and Attitudes Customer-focused. High attention to detail. Results driven. Good organisational skills. Be able to multitask. Good time management and attendance. Ability to work under pressure and meet deadlines. Good communication skills to foster team collaboration and interpersonal relationships