Merchant Support Officers

July 19, 2022

Work on support platforms to support merchants through various channels; VoIP, WhatsApp and Email Ticketing to:

  • Solve merchant’s queries and questions
  • Advanced support (Technical & Financial)
  • Train merchants

 

Train / Support / Resolve

These exciting positions are full-time positions, based at AddPay Techno Park, Stellenbosch, and involves supporting merchants remotely from there.

The job scope covers online and POS support and spans Card and QR payments, and various software applications such as airtime & electricity sales. You will be trained and have the opportunity to advance your support skills from device activation and onboarding, through to handling advanced technical and financial queries.

As a Support Officer your client engagement will start with supporting new and existing merchants, training them in using android point-of-sale devices with the specific software loaded on them.  In addition, you will be exposed to various online solutions and payment rails.  You will be the ‘face of AddPay’ to our merchants and must be passionate about understanding their needs and creating a positive customer support experience.

You will field queries from your merchants via VoIP phone, WhatsApp and email. Queries will range in complexity from simple “how-to” questions to over-the-air troubleshooting using our Terminal Management and other systems to resolve the issues. A good understanding of daily merchant demands, android software and strong analytical and troubleshooting skills are key to being successful in this role.

Number of positions: Multiple at various skill levels.
Commencement Date: 1st July 2022 onwards
Cost-to-company Salary: Skills level based, from R11k to R21k; three months’ probation
Leave: 15 workdays per annum (1.25 workdays per month)

 

KEY AREAS OF RESPONSIBILITY:

You will be expected to advance through a skills matrix as you progress in your career with us, thereby exposing you to more responsibilities including (but not limited to):

Device and Platform Back-office Support

  • Meet and exceed operational targets set.
  • Support and help merchants with onboarding.
  • Train merchants to use their POS device to take payments and sell VAS.
  • Train online merchants how to setup to optimise their client’s payment and communication experience.
  • Provide exceptional customer support by responding accurately to phone, e-mail and WhatsApp enquiries.
  • 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 your daily workflow / calls /support / orders / quotes on the respective platforms.
  • Track and administer all your support cases to ensure timely resolution and follow-up
  • Train new Support Officers in the full skills matrix.

MTN MoMo Administrative functions

  • Manage the Mobile Money Merchant dispute handling process
  • Manage the Mobile Money Merchant onboarding process
  • Monitor the Mobile Money System Audit Trail
  • Manage and process the PIN Reset process through authentication for Mobile Money Merchants
  • Execute and manage the Mobile Money Access Request process for internal users from end to end
  • Manage the ECW (MTN System) internal user profiles, roles and permissions providing monthly reports
  • Perform daily testing on all ECW features (card acceptance, MoMo acceptance, Cash acceptance VAS purchases, merchant liquidations, etc.)
  • Perform reversals of merchant and/or customer funds
  • Execute suspensions, revivals and live cycle of customer wallets

 

WORKING HOURS: 

You will be employed on a full-time basis with a 45h work week.  In addition to office hours, you will be required to be available on scheduled rotation basis to extend customer service from 7 am until 10 pm seven days a week.

KEY ATTRIBUTES AND REQUIREMENTS:

  • Minimum requirement Grade 12 or equivalent, relevant Diploma / Degree beneficial.
  • Must have a clear Crim and Credit check.
  • Excellent organisational and time management skills
  • Outstanding communication, interpersonal and administrative skills
  • Excellent verbal presentation skills
  • Critical thinker and problem solver
  • Demonstrate creativity, resourcefulness, energy, passion, integrity, honesty, smart-thinking and teamwork capabilities.
  • Be good at relationship building and maintenance.
  • Must be able to operate in a regulated work environment.
  • A support track record will be advantageous.

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