Merchant Support Officer (Portuguese Speaking)

SUMMARY:
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POSITION INFO:

Our Client is seeking a Merchant Support Officer (Portuguese Speaking).

The job scope covers online and POS support and spans Card and QR payments, and various software applications such as airtime & electricity sales. 

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 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.

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 optimize 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.

Key attributes and requirements:

• Minimum requirement Grade 12 or equivalent, relevant Diploma / Degree beneficial.
• Must have a clear criminal and credit check.
• Excellent organizational 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.