Verifone Africa prides itself in offering its customers a quality, comprehensive service solution. We believe in collaboratively working with our customers to determine the services that will suit their requirements best and tailoring these to add value to their business.
The Customer Support Agent will support clients on an escalated level and interacts with customers and colleagues to handle a variety of pre-sales or post-sales service functions.
Responsibilities
- Managing written off device process from
identifying lost / stolen / unrepairable device serial numbers
tracing the merchant details where device was installedcalculating depreciated value of device / squote preparation for end customerpreparation of file for invoicingAssisting with ad-hoc repair billingReceiving and answering inbound emails from clients and providers within agreed SLARecognizing queries that require escalationOnboards new contracts to generate installation work ordersReceives customer requests and logs service tickets related to device faults / installation etcEnsures that SLA's are met in the responsible accounts and regionsUpdate CRM systems with status of calls logged and relevant closing commentsSharing knowledge and escalating challenges that the service team, providers and clients experience to drive problem resolutionPerform outbound calls as required (project / courtesy calls)General admin functionsRequirements
Excellent problem solving and communication skills (verbal and written)Proficient in Microsoft Office suite with advanced excel skills (Vlookup. Xlookup, Pivots, functions)Strong background working with and analyzing dataCRM system useStrong administration skillsSkills and working experience in Customer SupportOur commitment
Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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