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