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Support Specialist

5 months ago

Brackenfell, South Africa Shoprite Group Full time

**Purpose of the Job**:
The Shoprite Send Customer Support Specialist is to provide meaningful support to Shoprite Send
regarding customer registrations, general customer queries, and store queries. This role efficiently
manages all customer queries, going above and beyond to ensure client satisfaction, as well as
collaborating with the broader Shoprite Send team to support their customers. Furthermore, this role
manages escalated incidents, communicating incident progress whilst advocating for the client
throughout the process. The Shoprite Send Customer Support Specialist applies well-developed
query support knowledge and customer query insight to support new Shoprite Send project/product
developments. This role requires flexibility to work weekends

**Job Objectives**:

- Onboard customers and work with the Shoprite Send compliance team to process and approve
- Be the customer-facing voice for account registrations, customer queries, stores queries and

investigating and providing feedback to the call center or client.
- Owning and perfoming thorough analysis on account queries (including payment queries) and

providing thorough feedback to the the customer and Shoprite Send Management team on issues

identified.
- Gather lessons learned of the query management process, and then use that information to create

or improve policies, procedures, and best practice reference materials.
- Providing prompt, efficient, detailed, customer-oriented service to Shoprite Send customers
- Working with customer support peers from Computicket support and Shoprite Customer Careline

to ensure a consistent and high-quality level of support.
- Together with colleagues, drive projects that improve support-related processes.
- Acting as the Voice of the Customer for our Shoprite Send customers, reporting and acting on

observed areas for improvement
- Actively seeking solutions to customer needs, communicating trends to leadership, and

suggesting innovative solutions on behalf of the customer experience
- Assisting with Stores, Computicket Call Center and Shoprite Careline communication during

Shoprite Send new feature releases.
- Assuming responsibility for developing detailed knowledge about Shoprite Send product and

features, as well as key vendor new features and customer dispute processes.

**Qualifications**:

- Matric/Grade 12 Certification - (essential)

**Experience**:

- +1 years' experience in Customer Service, account management support role or similar with a passion

for customer advocacy and experience supporting financial products - (essential)
**Knowledge and Skills**:

- Proficient with Web Technologies and the Internet Experience taking ownership and driving resolution

on escalated customer issues - (essential)
- Strong customer handling, conflict resolution, and problem-solving skills; focus on quality in

customer experience - (desired).
- Proficiency in MS Office, with an emphasis on Excel - (essential).

**Applicant Feedback Policy**: