Fintech Support Officer

Job brief
Webdev is a rapidly growing equal opportunity employer seeking the services of a competitive
Support officer to efficiently handle incoming and outgoing customer enquiries across its multiple
channels. This position will be based in the Contact Centre, and will report to the Support Lead.
1. Job Description Summary
 Handles each customer efficiently, treats them with respect and provides the ultimate customer
experience.
 Resolves all customer queries that come through our multiple channels on time as per set key
performance indicators, taking accountability for all issues, and only escalates exceptional cases
to the Support Lead.
 Provides continuous feedback to customers on all queries logged.
 Utilizes customer interfaces to build rapport and cross sell relevant Webdev products and
services.
 Liaises with Support Lead and calls customers with overdue, suspended or terminated services
and offers assistance.
 Escalates any system malfunctions that may interfere with normal activity to the Support Lead
immediately
 Contributes to Webdev growth and new business by providing excellent service, knowledge of
products and upselling and ensuring customer satisfaction.
 Carries out outbound campaign calls as per instructions from the Support Lead and in line with
Campaign script(s).
 Develop and manage good, professional working relationships with all stakeholders, including
internal staff
 Strict adherence to Webdev policies and procedures
2. Key Competencies
 Excellent verbal and written communication skills in English and Shona/ Ndebele
 Problem analysis and problem solving
 Customer service orientation
 Stress tolerant
 Resilient
 Ability to work shifts
 Ability to learn fast and be able to switch gears up at a moment’s notice.
3. Skills Required
 Sufficient experience working in a service delivery role
 Experience in the use of Microsoft Windows/Microsoft Office
 An understanding of the principles of e-commerce and online payments
 Ability to work in a high-pressure environment
 Experience in a Contact Centre, IT Help Desk, Support or similar
 Degree or HND in Computer Science/Information Systems or similar

Offer / SeekerJob Offer

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