Job Description : JOB FUNCTION
First line support for ACS, a leading player in the secure electronic transaction market, 1-year contact centre & electronic switching experience, Matric and experience with payment processes gives you access to serve select vertical markets with the provision of solutions to the Southern African marketplace.
The incumbent will be responsible for attending to outbound & inbound calls, responding & communicating with customers & 3rd parties on the product, as well as working on operational day to day tasks.
Duties and Responsibilities
Answer incoming calls, emails.
Identifying customer requirements.
Responsible for attending to logged queries on relevant systems.
Investigate transaction queries.
Follow up on queries.
Provide feedback to merchants
Identify problems & offer solutions to customers.
Provide operational support on the Postilion payments platform.
Telephonically test terminals.
Terminal software and transactional troubleshooting
Update customer databases with required information
Query Escalations with customers & 3rd parties
Follow up on SLA’s
Shift work to meet service delivery agreements
Attention to detail
Job Requirements : EXPERIENCE REQUIRED
Secure electronic switching experience
Operating systems and databases, specifically Microsoft operating systems and SQL Server an advantage
Customer Service experience 2 years
Operational experience in merchant acquiring solutions
Transaction switching & terminal config skills
Experience with Zendesk call logging system
Minimum 1 years contact centre experience or Payment terminals experience
Excellent verbal and written skills
Being able to function in high pressure environment and ability to make decisions independently following the policies and procedures
Subscribe to Altron Values
Certificate or diploma focussed on End User Computer
Payments Basic Training an advantage
Point of Sale short course or experience an advantage