Customer Support Specialist

**Location**

Johannesburg, South Africa

**Salary**

R15,000 - R20,000 per month (negotiable based on experience)

**How you'll role**

As a customer service agent at this scaling startup, you will play a vital role in handling customer interactions and financial transactions. This position is ideal for individuals adept at customer service, focusing on financial management, issue resolution, and team development. You will be responsible for managing customer inquiries, handling disputes, and enhancing your dispute resolution skills and professionalism.

**What you'll do**
- Complete onboarding process (15%): oversee the comprehensive onboarding of new lease agreements, including setting up Xero accounts, generating invoices, sending mandates, and ensuring all financial setups are correct
- Customer interaction (15%): address incoming calls related to account queries with professionalism, escalate or transfer calls to relevant personnel, and serve as the primary point of contact for complex financial disputes
- Outstanding rental management (15%): pursue outstanding rental payments using automation to increase efficiency and handle necessary escalations
- Letters of Demand (LODs) (15%): prepare and dispatch Letters of Demand to ensure effectiveness in recovering dues
- System and statement maintenance (10%): keep financial systems like Zoho CRM/Click Up updated with all actions, maintain accurate financial statements, and ensure all proof of payments are documented in Xero accounts
- Risk management (10%): proactively manage potential risks associated with financial transactions and client interactions, offering solutions to mitigate risks and develop internal guidelines
- Mentorship and team development (20%): coach the finance and risk team in effective dispute resolution strategies, enhancing their skills in handling financial disputes professionally. Develop training modules and regular coaching sessions to ensure the team's proficiency
- System compliance: ensure that all financial and contractual documents adhere to the necessary standards
- Reporting and documentation: generate and maintain reports on financial activities, compliance, and risk management efforts
- Professional development: engage in ongoing training, remaining current with developments affecting property management and financial transactions

**What you'll need**
- Experience in a financial and customer support role, preferably within property management or a similar field
- Prior experience in the property and rentals space will be highly advantageous
- Communication Skills: exceptional communication and interpersonal skills: ability to explain financial concepts clearly and understandably to all stakeholders
- Proficiency in written communication: skilled in drafting correspondence and documentation that meet financial standards
- Adaptability: ability to adjust approaches to align with the unique culture and values of the company
- Industry insight: deep understanding of industry dynamics and an aptitude for tailoring strategies to fit the evolving needs of the digital property management sector
- Client relationship management: proven experience in client retention strategies
- Initiative development: a track record of developing and implementing initiatives to enhance long-term client relationships
- Strategic problem-solving: strong problem-solving skills, coupled with strategic thinking, to address customer-related challenges effectively
- Team collaboration: ability to work collaboratively with cross-functional teams, enhancing customer-facing functions
- Customer-centric approach: a strong commitment to ensuring customer success and satisfaction
- Relationship management: proven experience in managing and nurturing client relationships, both new and existing