Merchant Support Officers
  • Cape Town, Western Cape
  • Mobi Train
Job Description
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
  • Provide exceptional customer support by responding accurately to phone, e-mail and WhatsApp enquiries
  • 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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