A vacancy exists for a Sales Support Administrator within Easypay - BizDev in Cape Town.
The purpose of this role is to ensure first-line support to all client queries and escalations, ensuring requests are being attended to in a timely manner.

Responsibilities include, but are not limited to:
•Actioning of new store activations + deactivations which is put through a change control process and managed until done.
•PGS and Freshdesk monitoring and maintenance to ensure SLA levels are met.
•Day-to-day operational issues such as report issues, and store not connecting, will be logged on the incident system and managed until completion.
•Monitoring and assigning the incidents and ensuring timeously response is given by constantly following up with the relevant resources.
•Attending weekly/monthly client meetings with the relevant CRM and trying to think of ways to resolve current issues they are facing within Easypay, i.e.: reporting structures, processes we follow, fee structures, etc.
•Preparation of all documentation required for all Sales representatives prior to leaving for a meeting.
•Preparation of the minutes, reports, claims, and invoices to be prepared on a monthly basis in order to provide the sales representative with a pack of documents prior to them leaving for a meeting with the client.
•Maintain and improve our service levels.
•Managing and Monitoring the progress of projects. This will entail liaising with project leaders and will encompass testing plus sign-off.
•Crisis Management: Constantly dealing with escalations and trying to resolve them with the relevant departments (From web support, operations, customer care, etc.).
•Resolving Prepaid Electricity issues: queries received via telephone, fax or email from collectors, receivers and consumers.
•Crisis Management: Constantly dealing with escalations and trying to resolve them with the relevant departments (From web support, operations, customer care, etc.
•Resolving Airtime issues.
•Resolving GVS issues.
•Resolving Retail Bond issues.
•Assisting CRM with current processes/current systems, etc.
•Constantly assisting the technical departments of clients with terminal issues, area restrictions, server issues, etc (Be prepared to often work after hours).
•Retaining the existing clients by ensuring timeously responses and excellent communication skills (written and verbal).
•Keeping abreast of any new products or solutions within the EasyPay environment.
•Understanding timelines and expectations relating to the deliverables expected of you.
•Ensuring at all times that the client queries are resolved within a couple of hours unless there is a larger issue.
•Escalation to the Team Leader of any production incidents as well as the CRM/Sales representative and department manager of such issues.
•Assisting Receiver CRMs or Receivers with payment queries, report issues, late files, etc

Position entails being the contact point for the following:
o Web Support.
o Operations.
o Customer Care Third-party support.
•Third-party collector and receiver support

In order to be considered for the position, the following requirements must be met:
•Grade 12.
•Client service/helpdesk experience.

Competencies:
•Computer literacy, Outlook and Excel.

Work Behaviours and Attitudes:
•Focused, Attention to detail.
•Results driven.
•Be able to multitask.
•Good time management and attendance.
•Have a customer-centric approach.