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Business Support Coordinator

Job Ref
Job Type
Employer Type
Date Added 11 Jan 2019
Expiry Date 8 Feb 2019
* There have been 23 applications to this job.
* This job has been viewed 4196 times.


Market related


Role details:
We have an exciting opportunity available in our Fourways, Joburg office. The Business Support Coordinator will provide a key support role to the Head of Product and will assist with the daily management of all product related tasks. The role requires high levels of adaptability in accordance with the business and marketing requirements.
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Key Personal Competencies:


Grade 12
Tertiary Qualification Advantageous
Work Experience

At least 3 years customer service / customer liaison experience, within in corporate environment
At least 4 years being in a role which is predominantly administrative
Previous experience in a sales / technical support administration role Advantageous

Be Innovative
Be Responsible
Display Leadership


Excellent Written and Verbal communication skills in English
Excellent Organisational skills
Ability to Prioritise work
Problem Solver
High Attention to Detail

Main Tasks:

Merchant Onboarding

- Vetting of merchant applications, including risk review and FICA compliance
- Creating and testing new merchant profiles on each bank as part of the technical onboard process.
- Initial contact with new merchants providing merchant welcome pack, and marketing pack.
- Data capture and manage merchant contact lists for easy integration follow-ups and management of contact mailing lists
- After-sales support by proactively contacting merchants to assist them to go live
- Post integration client liaison where necessary.
- Contacting clients in support of the sales or technical departments where necessary

Merchant Monitoring

- Monitoring merchant performance and identifying potential issues to proactively resolve
- Analyse customer experience and merchant turnover to identify areas of improvement
- Conducting UAT when new development changes are released and escalates found issues appropriately
- Establishing and maintaining close and professional relations with merchants through regular communication where necessary
- Extracting merchant data from the system, and compiling reports on Excel, along with Pivot tables using data extraction
- Emailing merchants specific data extracted
- Handling any support queries, in relation to merchants, where necessary
- Collaborates with other departments to resolve problems, facilitate solutions and enhance customer service delivery

Adhoc Duties

- Duties as set out by the Head of Product
- Continuously learning and improving on product and job knowledge
- Representing customer needs to the rest of the company and assisting in issue prioritization
- Developing and updating customer service and operational support standards, policies and procedures.
- Continuously learning and improving on product and job knowledge