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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