JOB PURPOSE

To coordinate technical and business information between vendors and internal stakeholders to enable service delivery and implementation of products and services to customers

RESPONSIBILITIES

Administration

• Responsible to load new stores and capture amendments or changes on the Store Manager Database
• Extract service reports and review to ensure alignment to service level agreements
• Create summaries and dashboards for distribution to customer
• Upload and maintenance of directory of customers on document management system, Confluence
• Log and attend to calls onto Jira for any queries raised and seek resolution
• Calls to be logged for implementation activities
• Ad hoc administrative duties as and when required

Customer Engagement

• Coordinate implementation of TJ solutions across customers
• Communicate customer requirements internally
• Ensure effective and timeous customer engagement to manage expectations of implementation
• Communicate any potential delays of implementation to customer
• Train and assist customers to use products and solutions
• Ensure queries are addressed and resolved timeously by relevant department
• Promote visibility of customer requirements internally through a pre-defined list of customers
• Foster positive relationships with our customers as their primary source of contact
• Liaise with cross functional workstreams and product owners to ensure service delivery
• Support delivery of SLA activities

Onboarding and Co-Ordination

• Device Order ticket logging
• Site survey ticket logged if applicable
• Requesting merchant ID details, follow ups if required
• Adding information onto the installation spreadsheet, moving information to the applicable week
• Loading merchants on STO
• Creating POS, switch, Back-office tickets
• QA process

Installations

• Installation emails (All to be sent by the Friday before the installations will commence)
• Creating awareness with internal teams around installations upcoming (Including Projects)
• Running point during installations and driving them to successful conclusion

Self-Management

• Set an example through personal quality and productivity standards and ways of
• working with others.
• Demonstrate consistent application of internal, procedures. Plan and prioritise, demonstrating abilities to manage competing demands.
• Demonstrate abilities to anticipate and manage change. Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs.

Behavioural Competencies:

• Ensures Accountability
• Plans and Aligns
• Communicates Effectively
• Being Resilient
• Interpersonal Savvy
• Tech Savvy
• Customer Focus
• Instils Trust
• Cultivates Innovation
• Collaborates
• Situational Adaptability

Requirements

• Minimum requirement of a National Senior Certificate
• Project Administration experience would be an advantage
• 2 – 5 years’ experience in a customer service role within a Fintech environment.