Overview
Customer Service Agent Jobs in Johannesburg, Gauteng, South Africa at Network International
Title: Customer Service Agent
Company: Network International
Location: Johannesburg, Gauteng, South Africa
Job Description
As a Customer Service agent within the contact center, you’ll play a pivotal role in delivering excellence in merchant services. Your responsibilities will encompass providing top-notch service to both internal and external stakeholders across all supported platforms. Adhering to company- based time frames.
Responsibilities
Provide exceptional customer service to all relevant stakeholder’s, paying attention to detail in terms of departmental quality standards.
Resolve all queries logged via supported platforms within a timely/ efficient manner for both e-commerce and Level 1 POS related queries
Provide authentic, courteous service at all times in line with company policies and procedures.
Provide out of the box solutions to queries raised.
Follow and execute support protocols in line with the business needs to the highest calibre.
Proactively manage workload via all relevant company platforms.
Proactively retain merchants via service excellence and authentic customer service methodology.
Provide technical support where required (Previous fintech technical knowledge is beneficial)
Collaborate with all internal and external stakeholders to resolve queries, facilitate solutions to enhance service delivery at every interaction.
Demonstrate a keen interest to learn, understand and improve within the business.
Highly developed sense of integrity and commitment to customer satisfaction and excellence.
Have strong work ethic as well as be able to work within a dynamic, fast paced and highly adaptable team environment.
Open to feedback, mentoring and coaching for the purpose of growth within the business.
Ability to take accountability for tasks and complete everything that is required within a proficient manner.
Maintain accurate records of customer interaction, issues and resolutions using our internal systems
Collaborate with other team members and departments to resolve complex technical issues
Stay updated on product features, enhancements and industry trends to provide informed support
Conduct follow-up calls to ensure customer satisfaction and issue resolution
Qualifications
Matric/equivalent thereof. Tertiary qualification advantageous
2 Years+ experience in a customer service environment dealing with e-commerce and POS related queries
Ecommerce, Online Payments Process, POS and Technical experience is required
Detail-oriented and puts a high value on accuracy 
Familiarity with various operating systems and network concepts
Proficiency using support ticketing systems and CRM software
Excellent interpersonal and communication skills 
Proficiency in both written and verbal communication
Ability to work independently and as part of a team
Strong problem-solving abilities and attention to detail
Good organizational skills and the ability to multitask in a fast-paced environment
Willingness to work shifts between the hours of 8am to 6pm, Monday to Saturday as well as public holidays where required.
