Customer Support Agent

Why Verifone

Verifone Africa prides itself in offering its customers a quality, comprehensive service solution. We believe in collaboratively working with our customers to determine the services that will suit their requirements best and tailoring these to add value to their business.

The Customer Support Agent will support clients on an escalated level and interacts with customers and colleagues to handle a variety of pre-sales or post-sales service functions. 

What's exciting about the role

Main responsibilities 

• Managing written off device process from 
  • identifying lost / stolen / unrepairable device serial numbers 
  • tracing the merchant details where device was installed 
  • calculating depreciated value of device/s
  • quote preparation for end customer
  • preparation of file for invoicing
• Assisting with ad-hoc repair billing 
• Receiving and answering inbound emails from clients and providers within agreed SLA
• Recognizing queries that require escalation 
• Onboards new contracts to generate installation work orders 
• Receives customer requests and logs service tickets related to device faults / installation etc
• Ensures that SLA's are met in the responsible accounts and regions
• Update CRM systems with status of calls logged and relevant closing comments
• Sharing knowledge and escalating challenges that the service team, providers and clients experience to drive problem resolution
• Perform outbound calls as required (project / courtesy calls)
• General admin functions

Skills and Experience we desire

• Excellent problem solving and communication skills (verbal and written)
• Proficient in Microsoft Office suite with advanced excel skills (Vlookup. Xlookup, Pivots, functions)
• Strong background working with and analyzing data 
• CRM system use
• Strong administration skills
• Skills and working experience in Customer Support

Our commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Position based in Honeydew, Johannesburg