Enable and manage the end-to-end customer servicing capability for SMEgo and other SME platforms as required.
SMEgo is a new digital platform (across Web and App) that will enable the relevant jobs to be done within the OML SME strategy, and help SMEs run and grow their businesses as OML aims to penetrate this market.
You will need to understand the relevant platform features, user journeys, and technical aspects of the platform(s) to be able to respond to and resolve customer, staff, and 3rd party (e.g. funder) queries in a timeous and professional manner.
Manage any escalation needed between product owners, delivery teams, and relevant partners (e.g. funders). You will also gather and report on insights to enhance the customer servicing capability of the platform.
Please note that this is a 6-month contract position
The primary role will be to provide support to the Solutions Owners in maintaining and enhancing the customer servicing journey through engaging directly with SME customers for onboarding on SMEgo, assist with funding applications and addressing funding related queries.
Engaging directly with Funding partners to address platform bugs
Providing insights from SME customers and funders to improve customer experience
Supporting SME customers needing assistance to purchase business insurance, transact on SME e-Markets and navigate on SME SmartStart
Deliver world class service to our customers which will include internal stakeholders within the business, the technology team as well as partners and customers
Engage with our customers telephonically, via email, and other future channels (e.g. web chat)
Responsible to manage mailboxes including the telephonic and WhatsApp service line
You will be required to understand and resolve business and technical queries across multiple platforms and stakeholders (internal & external)
Manage the query escalation process end-to-end (i.e. 2nd or 3rd Tier support) with multiple stakeholders
Adhere to SLA and response times
Align to processes and policies as part of the Corporate Servicing team
Report on queries daily and weekly using Excel/Word/PowerPoint
Gather and provide insights (customer and partner) to enhance the customer support feature
Attend relevant Agile ceremonies to keep up to date with new features and enhancements
Job Requirements
Matric
Relevant IT and/ Commerce qualification or certification preferable
1-2 years’ experience as a customer service consultant, desktop support, or technical support
Financial Services industry advantageous
Analytical skills required
SME customer support experience advantageous
Excellent communication & written skills are essential
Must be proficient on MS Office (Outlook, Excel, PowerPoint, Word)
Must have attention to detail and be organised
Will be required to work on some weekends and after hours
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