Job Title Customer Support Administrator Department Operations Location Cape Town Role Overview The Customer Support Administrator is responsible for coordinating the resolution of customer‑service tickets. This role involves managing enquiries, coordinating with internal and external teams, maintaining records, and resolving customer issues/queries in a timely and professional manner. Key Responsibilities Promptly and professionally respond to customer enquiries via email or telephone. Ensure that client queries are resolved within the specified service level. Identify opportunities to improve efficiency and effectiveness and propose changes to your supervisor. Build rapport with customers to aid in the customer retention strategy. Keep abreast of new products or solutions within the EasyPay environment and changes to existing services. Take ownership of deliverables, ensuring they are delivered on or ahead of time, without reminder. Ensure that all logged tickets that fall within your allocated services/customers are assigned to you for action within the specified SLA. Follow up with internal/external parties to provide required feedback on tickets assigned to you. Perform new store activations and deactivations and log change requests; confirm store loads have been completed. Monitor and assign tickets logged by customers, ensuring timely response by following up with relevant resources. Attend weekly/monthly client meetings with the relevant CRM. Assimilate customer feedback and communicate it to relevant teams for process improvement. Identify trends in customer tickets or complaints and escalation for root cause analysis. Be open to changes in tools for efficiency improvement. Maintain up-to-date Standard Operating Procedures (SOPs) related to the customers you serve. Add relevant content to the team’s Frequently Asked Questions (FAQ) page on Confluence. Assist in onboarding and training new customer support team members relative to the customers and services you support. Be prepared to back‑up colleagues who are on planned or unplanned leave. Qualifications Grade 12. Client service/helpdesk experience. Previous experience in the payment services industry is advantageous. Technical Competencies Computer literacy, including Outlook and Excel. Work Behaviours and Attitudes Customer-focused. High attention to detail. Results driven. Good organisational skills. Ability to multitask. Good time management and attendance. Ability to work under pressure and meet deadlines. Good communication skills to foster team collaboration and interpersonal relationships. #J-18808-Ljbffr