Job Purpose

Ensuring the smooth functioning of operational processes related to VAS, This position involves, troubleshooting issues, supporting daily operations, coordinating with various stakeholders eg. tech, retail operations, regional teams, retailers, and ensuring seamless service delivery.

Key Performance Indicators (KPI)

• Process Optimization
• Customer Retention and Loyalty
• Technology and Tool Management
• Issue Resolution
• Customer Communication and Engagement
• Compliance and Quality Assurance

Level of Decision Making

Internal Interactions

External Interactions

· Junior level of decision making.

·Omnichannel Executives

· Retail Operations Executives

· DC Marketing Teams

· DC Retail Operations Teams

· Retailers

· Retail service providers / partners

· Technology vendors

Key Responsibilities

• Troubleshoot and resolve daily recon queries from Retailers and CO
• Maintaining Retailer VAS Agreements, ensuring VAT, Bank Account and Company Registration numbers are validated.
• Maintain the Retailer Activation lists ensuring all stakeholders are aligned.
• Resolving Central office recon exceptions from service providers.
• Troubleshot system transactions and voucher failures, working with technical teams and vendors for resolution
• Log calls for any system malfunctions and ensure it has been resolved.
• Assist in launching new VAS services, ensuring all operational aspects are in place.
• Conducting analysis to support decision making related to value added services. This includes analysing retailer and vendor recons/expenses/profitability/sales revenue.
• Working closely with the finance team to ensure accurate reporting across value added services.
• Preparing month end Supplier, Retailer and Business reports.
• Identifying and reporting on any financial risks associated with value added services
• Monitoring the business and financial performance of value added services through Key performance indicators. Identifying trends and deviations from targets set.
• Other Adhoc Functions

Job Requirements

Skills & Knowledge & Key Competencies

Skills:

• Technical Proficiency
• Time Management and Multitasking
• Collaboration and Teamwork
• Customer Service Excellence
• Multichannel Communication
• Strong communication skills

• Must have a high stress tolerance and the ability to prioritise and execute tasks efficiently in a highly pressurized environment

• Excellent communication, presentation, and interpersonal skills, to interface effectively with all levels of colleagues and with external customers in a team orientated manner

• Must be collaborative, influential, and rational

• Strong numeracy and analytical skills

• Ability to recognise patterns and engage in high-level decision making

• Precise planning and excellent organisational/administration skills

• Exceptional accuracy and extreme attention to detail

• Quality orientated and self-driven to achieve results

• Ability to understand and quickly learn new systems and processes

• Operate and contribute in a Team based working environment

• Ability to identify improvement areas and provide value where value can be provided to the Retailer and Supplier operations

• High degree of confidentiality, emotional maturity, ethical values and integrity.

Knowledge:

• Cultural Sensitivity
• Problem Resolution in a Multichannel Environment
• Customer Feedback and Survey Management
• Brand Voice and Tone
• Conflict Resolution Techniques

Qualifications

Experience

• Matric
• Business/Financial related diploma or degree
• Fields like Business Administration, Marketing, Communications, Customer Service, or Information Technology are preferrable

• At least 2-3 years of experience in customer service, ideally in an omnichannel environment (handling phone, email, chat, and social media support).
• Experience with CRM or Helpdesk Software
• Experience with Multitasking
• Support Experience