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Customer Support Specialist

2 months ago

Johannesburg, Gauteng, South Africa TalentCru Full time

Job Summary:

TalentCru is seeking a highly skilled and dedicated Customer Support Specialist to join our team. As a key member of our Support Services Hub, you will be responsible for delivering exceptional support and resolving issues efficiently in a dynamic environment.

Key Responsibilities:

  • Monitor and manage calls logged from Cash Connect on the Cash Connect Wallboard.
  • Assign calls to respective field technicians for resolution.
  • Utilize case management documents and notes to assign and track cases.
  • Ensure cases are managed and monitored until completion.

Escalation and Engagement:

  • Respond to and act on requests from Cash Connect promptly.
  • Manage and address escalations within designated Service Level Agreements (SLAs).
  • Maintain constant updates in case notes.
  • Provide assistance to field technicians with call management tasks (reassignment, holding, etc.).

Telephonic Support:

  • Aid field technicians telephonically with case management.
  • Facilitate ad-hoc project requests, including outbound calls and database updates.

Requirements:

  • Matric / Grade 12
  • Previous experience in support/contact center roles preferred.
  • Familiarity with contact-center environments.
  • Knowledge of the payment industry.
  • Proficient in computer skills, particularly with MS Office suite.

Core Competencies:

  • Good verbal and written communication skills
  • Relationship building
  • Analytical Thinking
  • Problem Solving and Troubleshooting
  • Ability to collaborate effectively in a team