Operations Support Specialist - Brackenfell at Shoprite Group of Companies

Job Objectives

• Being the customer-facing voice for Account payments customer disputes, addressing, investigating and providing feedback to the call center or client. 
• Performing deep dive analysis on Account payments customer disputes, logging legitimate disputes with the correct vendor, following up with the affected Vendor(s) and providing frequent feedback to the customer regarding their dispute. 
• Gather lessons learned of the dispute management process, and then use that information to create or improve policies, procedures, and best practice reference materials. 
• Providing prompt, efficient, detailed, customer-oriented service to MMA customers (Mainly end-user, but from time-to-time B2B’s as well) 
• Working with customer support peers from Computicket support and Shoprite Customer Careline to ensure a consistent and high-quality level of support. 
• Together with colleagues, drive projects that improve support-related processes. 
• Acting as the Voice of the Customer for our MMA customers, reporting and acting on observed areas for improvement 
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience 
• Assisting with Stores, Computicket Call Center and Shoprite Careline communication during MMA new feature releases. 
• Assuming responsibility for developing detailed knowledge about MMA product and features, as well as key vendor new features and customer dispute processes. 
• Making sure internal knowledge reference pages and SOP’s for escalations are updated (For all customer support sectors).

Qualifications

• Matric/Grade 12 Certification - (essential)

Experience

• +1 years' experience in Customer Service, account management support role or similar with a passion for customer advocacy and experience supporting financial products – (essential) 
• Proficient with Web Technologies and the Internet Experience taking ownership and driving resolution on escalated customer issues - (essential)
• Strong customer handling, conflict resolution, and problem-solving skills; focus on quality in customer experience - (desired).

Knowledge and Skills

• Proficiency in MS Office, with an emphasis on Excel - (essential).