Customer Support Specialist

2 weeks ago

Johannesburg, Gauteng, South Africa BankservAfrica Full time
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Do you see a future that includes more?

More exposure to innovative technologies, more personal growth, more experience?

Look at the position we have available and see how, together we can shape your future, so that you can give more and include more
:

  • Job Title
  • Customer Support Specialist
  • Location
  • Selby
  • Johannesburg, GP 2001 ZA (Primary)
  • Occupational Level
  • Skilled
  • Job Category
  • Product
  • Job Type
  • Permanent
    OUR THINKING


We provide skills, development opportunities and leadership support to our people so that they can hone their skills to do more and give more in support of each other, our clients, and our communities in a supportive, yet performance driven, environment.


WHO WE ARE
We're an innovative technology company with strong ties to the financial industry.

Innovating bank interoperability since 1972, supporting the growth of the South African Economy and individuals across the continent, is what we excel at.

Continuously striving for financial inclusion and providing everyone with access to the digital economy enabling them to do more, get more and benefit from financial inclusion so that they can give more.


WHAT WE DO
Access to financial Inclusion ensures individual growth and economic growth - securing the growth of the African nation.

We have served this noble purpose for five decades across the African Continent and our growth spurs us on to do more, give more and include more.

We are firm believers in our people and the Adaptability Quotient (AQ) inherent in each of us that makes us strive to thrive.

BankservAfrica have a high AQ and it is this quality that has driven our business to continuously innovate and evolve, building capability and capacity to include more, enabling greater access to the country's financial landscape.


WHERE WE'RE GOING
***The payments landscape is being modernised globally and, therefore, ours is an exciting industry to be part of. New technologies are the main thrust driving this change. Technology enables the possibilities, and people's ingenuity creates opportunities.

As an enabler our future plans are orchestrated around assembling a central payments environment that actively seeks and acquires strategic partners to enable service extensions.

The core of our Financial Services Platform is a fully interoperable, cloud-ready composite platform delivering real-time value transfer and settlement, enhanced by a range of value-added services.


The platform will leverage technological advancements aimed at:

  • Managing complex volumes
  • Faster deployment and faster change
  • Personalised user experiences, with standardised platform experiences being the norm


Doing more will be realised through our creation of platform extension partners who will benefit from our standardised API capability which they in turn can offer to their clients, giving more.

We aim to include new Market Actors through our value chain extension which will allow 'pass-through' connection in those cases where an existing actor passes services through a new actor enabling them to give more to the ecosystem without compromising the security or the role of the heavily regulated financial institutions.


  • WHAT YOU WILL DOBankservAfrica form part of the South African National Payments System and are a trusted partner of the financial industry, including banking institutions, and therefore require that employees adhere to unwavering standards of honesty and transparency in performing their duties.

PURPOSE


The purpose of Customer Support is to be the customer's single point of contact for escalation and queries through the on-boarding and servicing phases of the customer lifecycle.

Customer Support also plays a pivotal role in providing support to Customer Account Management with customer information management and reporting.

The specific activities under the customer support role include (not limited to):

  • Customer queries and escalations
  • Internal escalations related to customers
  • Customer Information Management
  • Customer Onboarding
  • Product
/Service On-boarding

  • CRM system management and reporting
  • Customer & Stakeholder satisfaction survey management and reporting
  • Customer Proposals

Key Stakeholders the Customer Support Specialist will engage with are:

Internal stakeholders:

  • Customer Portfolio Managers
  • Service Delivery
  • Product
Managers

  • Finance
  • IT
  • EPMO
  • Legal
  • Stakeholder Management
  • Risk and Compliance
  • Change Management (CAB)

External Stakeholders:

  • Customer
  • Relevant regulatory bodies
  • Vendors

Your key responsibilities will include:

Delivery of Processes/Projects

Customer Services

  • Responsible for the setup of efficient & consistent onboarding procedures. Manage and ensure that efficient onboarding processes are in place and followed.
  • Manage effective handling of escalatio

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