Customer Support Specialist

2 weeks ago

Brackenfell, South Africa Shoprite Group Full time

**Purpose of the Job**:
The MMA Customer Support Specialist is to provide meaningful support to Money Market Accounts
customers regarding for both technical and general account payments. This role efficiently manages all
customer queries, going above and beyond to ensure client satisfaction, as well as collaborating with
Computicket and Shoprite Customer Care Agents to support the MMA clients. Furthermore, this role
manages vendor escalated incidents, communicating incident progress whilst advocating for the client
throughout the process. The MMA Customer Support Specialist applies well-developed query
support knowledge and customer query insight to support new MMA project/product developments.
This role requires flexibility to work weekends and/or evenings

**Job Objectives**:

- Being the customer-facing voice for Account payments customer disputes, addressing,

investigating and providing feedback to the call center or client.
- Performing deep dive analysis on Account payments customer disputes, logging legitimate

disputes with the correct vendor, following up with the affected Vendor(s) and providing frequent

feedback to the customer regarding their dispute.
- Gather lessons learned of the dispute 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 MMA customers (Mainly enduser, but from time-to-time B2B’s as well)
- 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 MMA 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 MMA

new feature releases.
- Assuming responsibility for developing detailed knowledge about MMA product and features, as

well as key vendor new features and customer dispute processes.
- Making sure internal knowledge reference pages and SOP’s for escalations are updated (For all

customer support sectors).

**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**:

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