Merchant Support Team Lead
1 week ago
Company Description
Yoyo powers some of the world’s leading retail brands, through customer loyalty and rewards software solutions, to offer the world's most rewarding buying experience.
We create a space where passionate, smart, curious and creative people thrive.
Our values are our way of being, and how we show up every day.
This is how we help our clients build their best business and our staff build a career to be proud of. Living these values builds an environment where world-class passionate people create world-class scalable products that delight customers and consumers and drive scalable profit and revenue growth.
Job Description**
Responsibilities**:
- Lead and manage a team of Merchant Support Agents.
- Manage and monitor Merchant Support agents ticket queue to ensure assigned calls are attended to and resolved within contracted SLA's.
- Communicate proactively and appropriately with both internal and external stakeholders.
- Monitor and manage team capacity.
- Manage and address personal ticket queue.
- Ensure that tickets logged are correctly categorised, at the appropriate level to allow detailed data analysis that will be used to identify possible problems.
- Ensure that assigned tickets are attended to and resolved within contracted SLA's and meet the standard set for quality of service.
- Ensure internal and external ticket communication is performed in a professional and timely manner.
- Escalate incidents / issues timely and accurately.
- Ensure that analysis for manual reporting is accurate and done timely.
- Knowledge sharing / documentation creation within the department.
- Upskill and schedule regular check ins with team.
- Client meetings and updates (feedback on resolution of issues/tickets).
**Knowledge, Skills & Aptitudes**:
- People and team management skills.
- Task and time management skills.
- Process focussed.
- Impeccable attention to detail and exceptional time management skills.
- Excellent problem solving capabilities with a disciplined approach.
- Exceptional written and verbal communication skills.
- Good client relationship building skills.
- Intermediate to advanced Computer Literacy MS Excel, Outlook PowerPoint.
- Be a team player.
Additional Information**
Company Values**:
- **
Be extremely customer centric**: In everything we do, serve and delight our customers, using data to continuously improve.
- **
Be a passionate team player**: Spiral up, be positive, bring momentum, and energy to those around you, leave ego at the door and be teachable.
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Be an owner**: Be accountable and take responsibility. Find solutions, learn from your mistakes and own tasks to completion.
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Be world-class at speed**: Delivering world leading solutions that delight our clients and customers.
- **
Be curious and creative**: Constantly innovating, exploring, learning, stretching ourselves, pushing the boundaries and thinking out of the box.
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