Merchant Support Supervisor

The Team Lead guides and supervises the Merchant Support Officers (MSOs), overseeing the communication between internal and external Customers and Partners. The incumbent will provide proactive customer support for assigned channel portfolio merchants; handling complaints and billing inquiries with the highest degree of courtesy and professionalism; resolving customer issues with one-call resolution where possible; fostering good customer relations and maintaining a positive image of the company.

- First point of resolving escalated customer queries

- Foster a customer-focused environment with clear responsibilities and expectations for team-members

- Maintain system and performance metrics to deliver on SLAs

- Execute activities as required; monitor and provide feedback

- Administration of MSOs

- Monitor all communication channels to ensure MSOs provide optimal service on a daily basis

- Ensure that all equipment, systems and resources needed are available and in good condition to foster optimal performance.

- Ensure all Logs are fully populated and updated on a daily basis

- Ensure the team is rostered for all hours to provide optimum customer experience

- Continuously assess systems and processes with a view to make recommendations to improve customer experience.

- Assist HR with Team recruitment and development

- Make recommendations for training and development of Team members

- Assist Supervisor with onboarding process for new Team members

- Assist Operations Manager to implement, assess and maintain new strategies

- Establish and maintain active and constructive relationships with all teams in the organization

- Any other related duties which may be assigned by the Head of Department.

- Associate degree in Business or similar discipline from a recognized tertiary institution.

- Experience interacting with multi-national partners and colleagues would be an asset

- 3 years working experience in a similar position

- Excellent Customer relations skills

- Strong leadership skills

- Must be able to effectively lead, manage and motivate others

- Must be able to successfully communicate and train direct reports on all policies, procedures.

- Strong organizing and problem-solving skills;

- Good interpersonal skills and customer orientation;

- Ability to apply strategic and analytical thinking;

- Ability to use initiative and ingenuity as required;

- Ability to manage time, priorities and workflow;

- Good judgment with the ability to make timely and sound decisions;

- Detail and results oriented;

- Ability to function as part of a team