Current Vacancies at Flash Group

Description

• This is a highly strategic lead role that requires a deep understanding of the South African market, the retail landscape, and a data-driven approach to ensure the platform's success. This role presents a unique opportunity to shape the success of Flash Groups Merchant Solutions in the South African market and revolutionize the retail experience across various merchant channels. If you are a strategic thinker with a passion for driving platform performance and have a deep understanding of the South African market, we encourage you to apply for this lead position.

RESPONSIBILITIES:

User Engagement Metrics:

• Analyze and understand user behavior to tailor strategies for different retail merchant channels.
• Track Active Users and develop targeted campaigns to increase platform usage within specific time frames.
• Implement initiatives to enhance User Retention and ensure sustained engagement with the platform.
• Optimize Time on Platform to improve user experience and maximize session duration.

User Satisfaction:

• Design and conduct Customer Satisfaction Score (CSAT) surveys specific to the South African market.
• Drive improvements based on feedback and measure Net Promoter Score (NPS) for customer loyalty assessment.

Platform Performance:

• Ensure high Uptime and Reliability of the platform, considering regional connectivity and infrastructure.
• Optimize Response Time for South African users to ensure a seamless experience.
• Oversee Bug/Error Tracking and collaborate with the technical team to resolve issues promptly.

Conversion Rates:

• Analyze Conversion Rate metrics across different retail channels and implement targeted strategies.
• Optimize Onboarding Completion to enhance the user journey and increase conversion rates.

Revenue and Profit Metrics:

• Develop revenue growth strategies tailored to the South African market and retail merchant channels.
• Measure Customer Lifetime Value (CLV) and design retention tactics to increase customer loyalty.
• Work with finance and marketing teams to calculate and reduce Customer Acquisition Cost (CAC).

Content/Platform Performance:

• Analyze Content Engagement for the South African audience to provide relevant and localized content.
• Track Content Sharing to gauge platform reach and effectiveness of marketing efforts.

Platform Growth and Expansion:

• Evaluate Market Penetration within the South African retail market and identify growth opportunities.
• Lead and measure Geographical Expansion efforts, considering regional preferences and challenges.

Technical Metrics:

• Optimize Platform Load Time for users in South Africa, considering regional internet speeds.
• Ensure Scalability to accommodate increasing user demands in the South African market.
• Maintain robust Security measures, considering the unique cybersecurity landscape in the region.

Build team and people capabilities through:

• Providing real-time, ongoing coaching and feedback to team members throughout the year
• On-time completion of performance management activities including regular 1:1s and Bi-annual performance reviews through GPS
• Supporting employee development including facilitation of career development conversations and crafting development plans for current and future needs
• Taking action to hire and retain high-performers and address poor performance
• Proactively manage change initiatives within the team including sufficient planning/ preparation and communication to minimise disruption and support employee adoption.
• Role modelling the behaviours that support and drive the Flash culture and values

MINIMUM REQUIREMENTS:

• Bachelors' degree in Business, Technology, Computer Science, or a related field.
• 8 – 10 years’ proven experience in strategically managing digital platforms, preferably in the South African retail market.
• Deep understanding of the South African retail landscape and the dynamics of different merchant channels.
• Strong analytical skills with a data-driven approach to decision-making.
• Demonstrated ability to craft and execute strategic initiatives that drive platform growth.
• Excellent leadership and communication skills to collaborate effectively with cross-functional teams.
• Familiarity with user experience (UX) design principles tailored to the South African audience.

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RESPONSIBILITIES:

• Handle and resolve trader’s complaints via digital platforms (WhatsApp, Facebook, Twitter, Instagram, email, live chat & tickets) and telephone.
• Understanding of the email sending/receiving processes and able to comprehend the routing of email.
• Identify possible webchat errors and report them to management.
• Respond to emails, webchats and WhatsApp professionally
• Provide traders with product and service information via WhatsApp, email and live webchat.
• Update trader’s information on the Call centre portal.
• Document all emails information according to standard operating procedures.
• Identify and escalate priority issues to relevant department.
• Follow up on traders/ customer’s chats.
• Being able to report their daily duties on a monthly basis.
• Proven ability to build traders relationships while working independently with minimal supervision.
• Proactively seeking out information & continuously evaluating and identifying opportunities to drive process improvements that positively impact the experience for our traders.
• Effectively deal with job stress, irate traders, and upset customers.
• Identify and escalate issues to supervisors.
• Recognize, document, and alert the management team of trends in customer emails or webchats.
• Assisting with administration tasks.
• Other duties as assigned by management.

Requirements

 MINIMUM REQUIREMENTS:

• Matric certificate
• 1-3 years of experience in a call centre environment
• Proficient in relevant computer applications
• Experience in customer support
• Excellent command of English
• Previous experience in web hosting and Live chat (advantageous)
• The minimum typing speed requirement is 25 words per minute.

SKILLS & ATTRIBUTES:

• Good comprehension skills -- ability to clearly understand and relate to the issues customers raise.
• Good composition skills-- ability to compose a grammatically correct, concise, and accurate written response
• Effective problem solving skills
• Ability to approach problems logically
• Ability to demonstrate learning and decision making skills
• Knowledge of customer service principles and practises
• Time management skills

BEHAVIOURAL SKILLS:

• Excellent writing and communication skills both verbal and written.
• Strong analytical and comprehension skills
• Excellent data entry and typing skills
• Strategic thinker, innovator and pays attention to details
• Strong organisational and interpersonal skills
• Ability to work under pressure
• Strong client relationship-building skills.
• Knowledge of customer service practices and principles
• Initiative to seek out answers, solutions, and positive outcomes for both the traders and business
• The ability to work in a team environment as well as work independently while making sound decisions.

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RESPONSIBILITIES:

• Answer and respond efficiently to telephone, email and WhatsApp queries to produce the desired outcome for the trader.
• Deal with banking queries.
• Assist in the day-to-day problem solving, call query resolution and thinking outside the box in different scenarios.
• Address escalated issues including customer complaints, aggressive and unreasonable callers and provide support to the Team Leaders and QA’s.
• Fraud monitoring, investigating, and reporting.
• Actively problem solve and answer enquiries from Traders, Area Growth Manager, Kiosk representatives and provide support to the Team Leader. -
• Ensure delivery of superior customer experience
• Meet and exceed required key performance indicators in relation to quantitative, qualitative, and behavioural volumes.
• Attend to outbound calls when required
• Compile reports to management and assist Team leader in collecting data
• Play a strong role in coordinating responses
• Contributes to ongoing quality of support tools
• Monitoring using tools E.g. SF monitor and notification emails

Requirements

 MINIMUM REQUIREMENTS:

• Matric certificate
• 1-3 years of experience in a call centre environment
• Proficient in relevant computer applications
• Experience in customer support
• Excellent command of English
• Previous experience in web hosting and Live chat (advantageous)
• The minimum typing speed requirement is 25 words per minute.

SKILLS:

• Excellent problem solving skills
• Attention to detail and the ability to work with large amounts of data
• Good communication and people skills
• Excel and data analysis skills
• Experience in supporting customers in a technical and fast paced environment.
• Basic problem solving and logical analysis skills
• Multitask
• Time Management
• Computer Literacy

ATTRIBUTES:

• Confident
• Adaptable
• Direct
• Mature
• Friendly
• Energetic
• Team Player
• Able to work unsupervised