Contact Centre Agent
Altech Card Solutions
Johannesburg North, South Africa
5d ago

Job Description : JOB FUNCTION

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
  • Team Player
  • Attention to detail
  • Friendly disposition
  • Job Requirements : EXPERIENCE REQUIRED

    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

  • Team player
  • Excellent verbal and written skills
  • Customer presentations
  • Being able to function in high pressure environment and ability to make decisions independently following the policies and procedures
  • Subscribe to Altron Values
  • REQUIRED QUALIFICATIONS

  • Certificate or diploma focussed on End User Computer
  • Payments Basic Training an advantage
  • Point of Sale short course or experience an advantage
  • Apply
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