Description

African Resonance is offering a learnership opportunity for aspiring Contact Centre Agents. This role provides hands-on experience in customer service within the Fintech industry. As a learner, you will assist merchants via phone and email, troubleshoot technical issues, and support terminal setup and testing. You’ll receive on-the-job training, mentoring, and be enrolled in a National Certificate: Contact Centre and BPO Support (NQF Level 3). This is a great opportunity to build foundational skills in customer support and grow within a dynamic, fast-paced environment. A matric certificate is required; no prior experience needed.

Responsibilities

•  Offer telephonic support and resolve technical Merchant queries.
•  Respond to written queries from customers and merchants in the form of email or any other multimedia communication methods.
•  Assemble and test terminal equipment for loading of terminal software onsite and remotely.
•  Building customer rapport
•  Follow troubleshooting processes and outlined procedures when resolving queries from Merchants.
•  Provide clients with product and service information,
•  Identify, research, and resolve customer issues using the knowledge base
•  Follow-up on customer enquiries that are not resolved immediately.
•  Research and resolve issues related to queries.
•  Research misapplied payments. Research and communicate query resolution methods.
•  Recognize, document and alert management of trends in customer calls.
•  Recommend process improvements and follow workflow processes and procedures,

Requirements

•  Matric
•  Qualification in Call Centre, Customer Service etc will be advantageous.
•  Previous experience not required, the learnership is designed for an individual looking to gain experience in a fast-paced Fintech industry.