Merchant Support Team Lead

1 week ago


Cape Town, South Africa Yoyo Full time

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.
- **
Be an owner**: Be accountable and take responsibility. Find solutions, learn from your mistakes and own tasks to completion.
- **
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.



  • Cape Town, South Africa Mobi Train Full time

    Key areas of Responsibility Expected to advance through a skills matrix as you progress in your career, thereby exposing more responsibilities including(but not limited to): Device and Platform Back-Office Support - Meet and exceed operational targets - Support and assist merchants with onboarding - Train merchants to use the POS device to take payments and...


  • Cape Town, South Africa Peach Payments Full time

    **Peach Payments**: Peach Payments is a fast growing Pan-African PSP that makes online commerce and digital payment acceptance easier and more accessible across all Africa. We work with small and large sellers to provide a complete toolkit to accept, manage and disburse payments through web and mobile. Our merchant partners include your favorite food...


  • Cape Town, South Africa Peach Payments Full time

    **Peach Payments**: Peach Payments is a fast growing Pan-African PSP that makes online commerce and digital payment acceptance easier and more accessible across all Africa. We work with small and large sellers to provide a complete toolkit to accept, manage and disburse payments through web and mobile. Our merchant partners include your favorite food...


  • Cape Town, South Africa Yoco Full time

    **Who we are**: Yoco was founded in 2015 and now processes over US$2 billion annually. We’re the payments provider for over 200 000 self-employed, and opening commerce for all. We’re breaking down barriers and unlocking economic opportunities that enable people to thrive. We have over 350 team members globally, operating across international markets,...


  • Cape Town, South Africa Peach Payments Full time

    **ABOUT US** Peach Payments is a fast-growing African payment solution provider (PSP) that makes online commerce and digital payment acceptance easier and more accessible across Mauritius, Kenya and South Africa. The company provides direct settlements in all three countries, as well as aggregated payment services in South Africa. The company works with...


  • Cape Town, South Africa BVNK Full time

    **BVNK**: **Merchant Support Analyst**: **About us**: BVNK was founded to fill an important gap in the cryptocurrency market. The growth of the crypto market has almost entirely been driven by retail investors and only recently have institutional investors come to the table, however this has led to a huge gap in the market where solutions are designed for...

  • Merchant Assistant

    3 days ago


    Cape Town, South Africa Truworths Full time

    We have an exciting job opportunity which has become available for a Merchant Assistant based in our Manufacturing department. This role will be based at our head office in Cape Town within the manufacturing department. **Key Responsibilities**: Guided Assistance to the Merchandiser in receiving and compiling new customer briefs. Ensures consistent approach...

  • Merchant Assistant

    9 months ago


    Cape Town, South Africa Truworths Full time

    At Truworths, you'll find a dynamic business environment where our staff is constantly challenged to reinvent the way we do business in order to keep us at the forefront of the South African fashion industry. We have an exciting opportunity that has become available for a Merchant Assistant, and we are looking for somebody who is keen to work with a dynamic...

  • Omni Merchant- Fabiani

    2 months ago


    Western Cape, South Africa The Foschini Group Full time

    **Key Responsibilities**: **Product imaging** - Tracking product input dates for stores - Coordinating with the Merchant team to receive samples - Tracking and managing samples - Briefing in the studio for the product to be imaged - Dropping off samples - QC product images **Product Upload** - Enriching the product copy and attribute to ecommerce systems...


  • Cape Town, South Africa SaltPay Full time

    **About SaltPay**: We believe that local businesses are essential to any growing society. SaltPay was founded in 2019 to create affordable, fast and secure payments and software solutions to help small and medium-sized businesses manage and grow their operations better. Taken for granted by banks and traditional service providers, small businesses have...


  • Cape Town, South Africa Peach Payments Full time

    **Peach Payments** Peach Payments is a fast growing Pan-African PSP that makes online commerce and digital payment acceptance easier and more accessible across all Africa. We work with small and large sellers to provide a complete toolkit to accept, manage and disburse payments through web and mobile. Our merchant partners include your favourite food...


  • Cape Town, South Africa PayU Full time

    **About PayU** PayU, a leading payment and Fintech company in 50+ high-growth markets throughout Asia, Central and Eastern Europe, Latin America, the Middle East and Africa, part of Prosus group, one of the largest technology investors in the world is redefining the way people buy and sell online for our 300.000+ merchants and millions of consumers. As a...


  • Cape Town, South Africa Viv Gordon Placements Full time

    We have a fantastic opportunity for a mid - senior Digital Advertising Sales Specialist: Team Lead to join the team at a leading South African online retailer, based in Cape Town. This exciting young, dynamic, hyper growth company is on the lookout for a smart, creative, hardworking individual to fill this role. Offering a great, flexible work environment...


  • Cape Town, Western Cape, South Africa RTT Full time

    RTT is seeking a seasoned IT professional to lead our Application Support team. This role requires strong technical expertise, excellent problem-solving skills, and the ability to manage and mentor a team in a fast-paced environment.Job DescriptionThe successful candidate will be responsible for establishing, leading, and managing a 24/7 Application Support...

  • QA Lead

    3 weeks ago


    Cape Town, Western Cape, South Africa CA Support Full time

    CA Support is hiring a QA Lead - Testing and Verification to oversee the testing process for our software applications. As a key member of our team, you will play a crucial role in ensuring the quality of our products.About CA SupportWe provide technical support services to clients worldwide. Our mission is to deliver exceptional service while continuously...


  • Cape Town, South Africa iLaunch Full time

    Lead and mentor the desktop support team Oversee installation, configuration, and maintenance of desktop hardware, software, and peripherals. Lead desktop-related projects, including software rollouts and infrastructure upgrades. Troubleshoot and resolve complex technical issues, including network connectivity and financial software platforms. Perform...


  • Cape Town, South Africa Objective Personnel Full time

    **Qualifications**: - Matric - Electrical / Technical qualification beneficial **Requirements**: - Must have experience leading a Technical Team - Electrical knowledge - Instrumentation knowledge beneficial - Must be able to speak English and Afrikaans fluently Duties - Lead the technical support team - Must be highly motivated, energetic as you will be...

  • Partner Support Agent

    17 hours ago


    Cape Town, South Africa SaltPay Full time

    **About SaltPay** We believe that local businesses are essential to any growing society. SaltPay was founded in 2019 to create affordable, fast and secure payments and software solutions to help small and medium-sized businesses manage and grow their operations better. Taken for granted by banks and traditional service providers, small businesses have...


  • Cape Town, Western Cape, South Africa CA Support Full time

    Company OverviewCA Support is a leading provider of innovative solutions for project management and administration.">SalaryWe offer a competitive salary package, including an estimated $62,000 per year, to attract and retain top talent in the industry.


  • Cape Town, South Africa Clickatell Full time

    We Are Setting The Pace Clickatell is a world-class Chat Commerce company, ambitious to stay ahead of its competitors. We build our own culture in which we dream big and stay busy doing the right things. We need champions who understand the bigger picture, believe in making a difference and are able to connect the dots to achieve success. In our agile and...