Permanent
Customer Support Administrator
Lesaka Technologies
Cape Town, Western Cape
unknown
About this role
Employer: 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 team’s 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