KEY RESPONSIBILITIES: 

Consulting and Support Services

• Face to Face client visits;
• Statistical Analysis
• Stock Control
• Sales
• Query Resolution
• Administration
• Achieve Financial Targets
• Personal Development
• Up-sell solutions from the group
• Analyse customers transactional processing and devise strategies to maximise and optimise collections

CORE RESPONSIBILITIES:

Face to Face Visits

Develop call cycle planning;

• Make the required travel arrangements and accommodation bookings;
• Visit all assigned within specified call cycle period;
• Build strong relationships with all customers;
• Obtain site visit signatures on all visits completed;
• Install products and equipment at the client site and train the client on the use thereof, as and when required;
• Provide clients with in-depth training.

Statistical Analysis

• Perform statistical analysis on all clients processing to identify areas of improvement and growth;
• Present statistical analysis to all clients;
• Provide improvement recommendations / ideas to clients based on statistical analysis performed;
• Monitor client performance to identify trends and track improvements;
• Advise merchants of trends identified;
• Identify possible fraud risks and/or misconduct associated with clients’ business practices and report these to the relevant manager;
• Inform client of any trends identified with client staff where it is possibly negatively affected client overall performance.
• Conduct bank reconciliations and analysis as required

Stock Control

• Assist with the tracking of stock on site level;
• Assist clients with the ordering of required stock (as and when required);
• Assist with the recovery of stock at sites (as and when required);
• Ensure that NuPay equipment is properly maintained on site level.
• Identify opportunities to offer value-added services to clients and implement those services, as and when required;
• Identify opportunities to improve the clients’ service offerings and sell where possible, tailor-made products and solutions to the client;
• Prepare sales documents and guide the client through the completion thereof and submit for processing as per the timeframes detailed in the product service level agreement.

Query Resolution

• Log queries raised by clients with the company’s second line support function and keep clients informed of progress regarding the queries raised. Close the query on the system, once resolved.
• Keep client data and site visit information up to date on company systems daily;
• On the first day of every month, submit a monthly report to the Regional Manager;
• On the first day of every month, submit all expense claims and reconciliations thereof, to the Regional Manager.

Achieve Financial Targets

• Through consulting and support services as well as sales activities, achieve monthly and annual financial targets.

Personal Development

• Keep clients and colleagues informed and updated on payments industry and all applicable legislative requirements and changes, as and when required;
• Keep up to date on all product, system, industry, and legislative changes;
• Complete the actions detailed in your personal development plan as per company policy, successfully.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal: 

• ACS Field Services.
• NuPay Central Admin.
• NuPay Sales.
• NuPay / Delter Contact Centre.
• Business Support.
• Billing Department.
• Marketing Department.
• Development Team.
• Reception
• Finance.

Reasons for Interaction:

• Support services for terminals in field.
• Support services for sales applications.
• Sales Leads and Assistance.
• Telephonic support to Account Manager clients.
• 2nd Line Query Resolution Support
• Client Billing and Settlement query resolution.
• Client marketing related material and functions.
• UX ideas and escalated query resolution.
• Accommodation Bookings.
• Financial Payments / Refunds.

External:

• NuPay Merchants
• Courier Services

Reasons for Interaction:

• Visiting Merchants
• Collection / Delivery of NuPay Terminals

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric

Professional Qualifications

• B-Com Degree / Diploma (Preferred)

Years of Experience

• Minimum 2 Year Experience in a Customer Service / Account Management Role