Ester Cilliers

I'm a self motivated, fun loving woman who strongly believes in doing everything I do, to the best of my ability.

Merchant Support Agent

- Responds to merchant queries in a timely and accurate way via email & Zendesk.
- Follow up with customers/merchants to ensure their technical issues are resolved.
- Created some process documentation.
- Work cross-functionally with the product and engineering teams to investigate and rapidly resolve issues experienced by customers and merchants to improve the customer journey and merchant experience.
- Maintain excellent communication with the merchants to ensure transparency, and expectation management in favor of a good customer experience.
- Set up various types of Vouchers, Discounts, Campaigns, Promo Codes, Competitions, In-App Announcements, etc.
- Set up bulk Emails, Push Notifications, and In-App Messages, using the Braze platform.
- Created more efficient and sustainable work processes.
- Investigated queries regarding account issues, transaction issues, etc.
- Escalated issues and facilitated communication between the relevant teams, e.g. EPOS providers, Engineering team, Product team, Customer Support team, etc.

Diploma in General Nursing