Retailer Support Agent

  • eThekwini, KwaZulu-Natal
  • R7,500 per month
  • Permanent
  • Full-time
  • 1 month ago
wiGroup have developed leading loyalty, rewards and mCommerce Software as a Service. Through these products, we enable clients to deliver digital services to their customers which increase engagement, retention, sales, basket size, speed of checkout and frequency of spend at Bricks and Mortar retailers and Hospitality chains.

Job Description
We are looking for passionate and skilled individuals to join our Retailer Experience team, located in Cape Town, South Africa.

You will be responsible for providing stellar support to our merchants, troubleshooting any issues to internal stakeholders and setting up loyalty campaigns and user communications on behalf of our merchants. You will be interacting with the merchants themselves, as well as third party stakeholders, including EPOS companies.

Responsibilities:

Provide support to our merchants within standard SLAs and KPIs (including First Reply Time and Merchant Satisfaction)
Liaise with internal stakeholders, including Account Directors on how best to handle an issue or a question
Interact with merchants in a professional manner, as well as third parties, including EPOS companies
Follow standard processes for problem resolution and escalation - ensuring controls and checks are adhered to
Take ownership of issues raised by our merchants and see problems through to resolution
Set up loyalty campaigns and user communications on behalf of our merchants
Ensure that tickets are categorised and tagged accordingly to allow accurate reporting
Liaise and work with the Product and Engineering teams to ensure a quick resolution to technical issues
Escalate feedback from our merchants to relevant teams (Product, Engineers) to improve our offering and anticipate future queries
Contribute to project and process streamlining under the guidance of the Customer Experience Manager

Requirements:

Experience gained in B2B support as client services agents or similar
Tech savvy and good understanding of IT systems
Experience with Zendesk (or similar ticketing systems)
Strong proficiency in Excel
Ability to manage competing timelines and priorities
Excellent writing skills
Proactive and able to take initiative
Hard-working and self-motivated
Strong problem solving skills and attention to detail
Able to work in a fast-paced and challenging environment

Qualifications
Relevant IT Diploma or Degree
  • Number of vacancies: 10
Requirements * Minumun level of education: Certificate
  • Availability for travel: No
  • Availability for change of residence: No

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