Customer Service Agent

1 week ago

Johannesburg, Gauteng, South Africa Network Full time

Join to apply for the Customer Service Agent role at Network International

Job Description

As a Customer Service Specialist within the contact center, you'll play a pivotal role in delivering excellence in merchant services. Your responsibilities will encompass providing top-notch service to both internal and external stakeholders across all supported platforms while adhering to company-based time frames.

Responsibilities

  • Provide exceptional customer service to all relevant stakeholders, paying attention to detail in terms of departmental quality standards.
  • Resolve all queries logged via supported platforms in a timely and efficient manner for both e-commerce and Level 1 POS related queries.
  • Provide authentic, courteous service at all times in line with company policies and procedures.
  • Provide out-of-the-box solutions to queries raised.
  • Follow and execute support protocols in line with the business needs to the highest caliber.
  • Proactively manage workload via all relevant company platforms.
  • Proactively retain merchants via service excellence and authentic customer service methodology.
  • Provide technical support where required (previous fintech technical knowledge is beneficial).
  • Collaborate with all internal and external stakeholders to resolve queries and facilitate solutions to enhance service delivery at every interaction.
  • Demonstrate a keen interest to learn, understand, and improve within the business.
  • Maintain a highly developed sense of integrity and commitment to customer satisfaction and excellence.
  • Exhibit strong work ethic and the ability to work within a dynamic, fast-paced, and highly adaptable team environment.
  • Be open to feedback, mentoring, and coaching for the purpose of growth within the business.
  • Take accountability for tasks and complete everything that is required in a proficient manner.
  • Maintain accurate records of customer interactions, issues, and resolutions using our internal systems.
  • Collaborate with other team members and departments to resolve complex technical issues.
  • Stay updated on product features, enhancements, and industry trends to provide informed support.
  • Conduct follow-up calls to ensure customer satisfaction and issue resolution.

Qualifications

  • Matric/equivalent thereof. Tertiary qualification advantageous.
  • 2+ years experience in a customer service environment dealing with e-commerce and POS related queries.
  • E-commerce, online payments process, POS, and technical experience is required.
  • Detail-oriented and values accuracy.
  • Familiarity with various operating systems and network concepts.
  • Proficiency using support ticketing systems and CRM software.
  • Excellent interpersonal and communication skills.
  • Proficiency in both written and verbal communication.
  • Ability to work independently and as part of a team.
  • Strong problem-solving abilities and attention to detail.
  • Good organizational skills and the ability to multitask in a fast-paced environment.
  • Willingness to work shifts between the hours of 8am to 6pm, Monday to Saturday, as well as public holidays where required.
Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Other
Industries
  • IT Services and IT Consulting
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