Role Overview

• We are looking for a Customer Engagement Consultant to plan, coordinate, and onboard new customers onto our platform. This role is critical to ensuring a smooth and successful activation of payment, point-of-sale, eCommerce, and related services through clear, proactive, and professional communication.
• The successful candidate will act as the key link between customers, internal teams, and external partners, ensuring everyone is aligned and informed throughout the onboarding and implementation process.

Key Responsibilities

Customer Onboarding & Activation

• Coordinate end-to-end onboarding of new customers from initial setup to successful go-live.
• Ensure all customer and service information is accurately captured and maintained.
  Support activation of services and follow up on delays, inactive services, or unsuccessful installations.

Communication & Coordination

• Serve as the primary point of contact for customers during onboarding and implementation.
• Communicate clearly and professionally via email and telephone to manage expectations and timelines.
• Translate customer requirements into clear actions for internal and external teams.
• Proactively identify risks or delays and communicate these timeously to all stakeholders.

Customer Support & Engagement

• Conduct check-ins with customers to ensure readiness, understanding, and satisfaction.
• Resolve onboarding-related queries or coordinate resolution with the appropriate teams.
• Provide guidance and basic training to customers where required to ensure successful service adoption.

Administration & Quality

• Maintain accurate onboarding records and documentation.
• Ensure all onboarding activities meet quality, compliance, and service standards.
• Support delivery against agreed service levels and timelines.

What We’re Looking For

• Strong written and verbal communication skills, with the ability to explain technical or process-driven information clearly.
• Highly organised with the ability to manage multiple onboarding activities simultaneously.
• Customer-focused, proactive, and solution-oriented.
• Comfortable coordinating across teams and managing stakeholders.
• High attention to detail and a strong sense of accountability.