Fintech Support Officer
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
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
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
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
Develop and manage good, professional working relationships with all stakeholders, including
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
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
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