Merchant Support Officers - Stellenbosch, South Africa - Mobi Train

Mobi Train

Verified Company

Stellenbosch, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Key areas of Responsibility

Expected to advance through a skills matrix as you progress in your career, thereby exposing more responsibilities including(but not limited to):
Device and Platform Back-office Support

Meet and exceed operational targets
Support and assist merchants with onboarding
Train merchants to use the POS device to take payments and sell VAS
Train online merchants how to setup to optimise the clients payment and communication experience
Assist merchants with installing and using additional software(such as Stock Management) on the devices as appropriate
Escalate critical merchant situations to management
Become fluent in demonstrating the devices and related software
Clearly explain the advantages and benefits of using the android device
Process daily workflow/calls/support/orders/quotes on the respective platforms
Track and administer all support cases to ensure timely resolution and followup
Train new Support Officers in the full skills matrix

Administrative functions:

Manage dispute handling process
Manage onboarding process
Monitor system Audit trail
Manage and process the PIN reset process through authentication
Execute and manage the Access request process for internal users from end to end
Manage internal user profiles, roles and permissions providing monthly reports
Perform daily testing on all features (card acceptance, VAS purchases, merchant liquidations etc)
Perform reversals of merchant and/or customer refunds
Execute suspensions, revivals and live cycle of customer wallets

Key attributes and Requirements

Minimum Grade 12 or equivalent, relevant Diploma/Degree beneficial
Clear Criminal and Credit history
Outstanding communication, interpersonal and admin skills
Excellent verbal presentation skills
Critical thinker and problem solver
Demonstrates creativity, resourcefulness, energy, passion, integrity, honesty, smart thinking and teamwork capabilities
Good at relationship building and maintenance
Must be able to operate in a regulated environment
A support track record will be advantageous
Working hours : 7h0022h00; 7 days; 45h00 per week
Contactable references essential