Merchant Support Officers

2 weeks ago

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 sell VAS
- Train online merchants how to setup to optimise the clients payment and communication experience
- Assist merchants with installing and using additional software(such as Stock Management) on the devices as appropriate
- Escalate critical merchant situations to management
- Become fluent in demonstrating the devices and related software
- Clearly explain the advantages and benefits of using the android device
- Process daily workflow/calls/support/orders/quotes on the respective platforms
- Track and administer all support cases to ensure timely resolution and follow-up
- Train new Support Officers in the full skills matrix

Administrative functions:

- Manage dispute handling process
- Manage onboarding process
- Monitor system Audit trail
- Manage and process the PIN reset process through authentication
- Execute and manage Access request process for internal users from end to end
- Manage internal user profiles, roles and permissions providing monthly reports
- Perform daily testing on all features(card acceptance, cash acceptance VAS purchases, merchant liquidations, etc)
- Perform reversals of merchant and/or customer funds
- Execute suspensions, revivals and live cycle of customer wallets

Key attributes and Requirements
- Minimum Grade 12 or equivalent, relevant Diploma/Degree beneficial
- Clear Criminal and Credit history
- Outstanding communication, interpersonal and admin skills
- Excellent verbal presentation skills
- Critical thinker and problem solver
- Demonstrates creativity, resourcefulness, energy, passion, integrity, honesty, smart-thinking and teamwork capabilities
- Good at relationship building and maintenance
- Must be able to operate in a regulated work environment
- A support track record will be advantageous
- Working hours - 7h00-22h00;7days; 45h00 per week
- Contactable references required

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