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Customer Service Agent
Job Ref
281023
Job Type
Permanent
Employer Type
Company
Date Added
18 Apr 2019
Expiry Date 16 May 2019
Expiry Date 16 May 2019
* There have been 89 applications to this job.
* This job has been viewed 8369 times.
Employer:
PayGate
Location:
Gauteng
Salary:
Market related
Benefits:
Shifts are Monday to Saturday and public holidays, 7am to 4pm, 8am to 5pm or 9am to 6pm. 5 day work week
Role details:
- - - - - - - - - - - - - -
Work Experience:- 1-year experience in a customer service environment with exposure to IT operations or Service industry
- A good understanding and knowledge of the e-commerce industry
- Background in payments/banking/software/technical systems (beneficial)
Attitude:
- Highly developed sense of integrity and commitment to customer satisfaction
- Possess a sense of urgency and maintain stress awareness/management
- Possess a strong work ethic and team player mentality
- Readily accepts feedback, mentoring, and coaching
- Ability to work independently and within a team
- Own customer queries and tasks end to end
Skills:
- Excellent written and verbal communication skills
- Proficiency in communicating issues and solutions to both technical and non-technical audience (verbal and written)
- Proactive and accountable
- Ability to multi-task while being attentive to the customer
- Strong decision making and analytical abilities
- Attention to detail
- Strong time-management skills
Environmental:
- Busy and fast paced
- Dynamic
- Rotational shifts, Monday to Sunday and Public holidays
between 8am and 6pm
Tools and Resources:
- Standard office and computer equipment
- Multiple CRM systems
Standards for measuring success:
- KPIs linked to the role and department
Secondary:
Matric
Tertiary:
Advantageous
Main tasks:
1. Customer Service Management
• Maintain customer service levels
• Provide prompt, courteous service to all external and internal customers
• Assisting internal staff, end-users and merchants with transactional queries and any payment processing issues
• Assist developers with integration and shopping cart queries
• Resolve queries via telephone, live chat, and email correspondence
• Must be able to troubleshoot errors/issues reported before escalating further
• Follow and execute support protocol for escalation
• Attracts potential customers by answering product and service questions
• Responsible for actively ensuring the retention customer base
• Use all available resources to resolve or escalate customer incidents per established guidelines, processes, and service level agreements
2. Client Relationship Management
• Demonstrate advanced product knowledge and clearly communicate all products, benefits, pricing and billing to prospective clients
• Create positive and lasting relationships with clients
3. Internal Relationships
• Collaborates with other departments to resolve problems, facilitate solutions and enhance customer service delivery
• Attends regular customer service departmental meetings
• Customer Service Team Leader for escalation of issues, management, guidance, two-way feedback.
• Technical Staff to deal with any system issues
• Human Resources to deal with HR
• Finance to deal with payroll related matters.
4. Punctuality and Attendance
• Responsible to uphold good punctuality and attendance
5. Occupational Health and Safety
• Responsible for taking reasonable care to ensure own safety and health at work, and to avoid adversely affecting the safety or health of any other person at work
.
6. Cultural fit
• Live the brand by living our core values
• Ensure that we deliver our best to internal and external clients
7. Self-development
• Support and demonstrate Corporate Goals and Brand Values
• Participate in rostered training
• Contribute to staff, team and development meetings
• Take action on performance development plans
• Supplement personal learning with informal means outside of work, such as industry bodies, online forums and relevant reading
8. Responsibilities on Demand
• Due to the fluid and dynamic environment within DPO, new, additional or changed position responsibilities will occur
• Successful demonstration of change orientation is an on-going responsibility in all positions
9. Standby Duties
• Proactively monitor systems and transactions when on standby
• Ensure all stakeholders are updated with any issues and resolutions
• Ensure the standby phone and any standby comms is answered timeously
• Complete tickets and chats as agreed upon (Days and time may vary)