Customer Support Specialist
5 days ago
We are seeking a skilled Customer Support Specialist to join our team. As a key member of our Support Services Hub, you will be responsible for ensuring seamless operations for our clientele.
Key Responsibilities- Call Monitoring and Administration: Monitor 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.
- Escalations 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.
Minimum Qualifications:
- 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
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