About the position
Job purpose:
Using statistical analysis of clients' production data, provide the client with information that will equip him to make informed business decisions. Support clients on company products and services. Identify opportunities to sell additional company products and services into existing clients. Keep clients updated on payments industry and legislative changes.
Key responsibilities:
Consulting and Support Services
- Face to Face client visits.
- Statistical Analysis
- Stock Control
- Sales
- Query Resolution
- Administration
- Achieve Financial Targets
- Personal Development
- Up-sell solutions from the group
- Analyse customers’ transactional processing and devise strategies to maximise and optimise collections
Core responsibilities:
Face to face visits:
- Develop call cycle planning.
- Make the required travel arrangements and accommodation bookings.
- Visit all assigned within specified call cycle period.
- Build strong relationships with all customers.
- Obtain site visit signatures on all visits completed.
- Install products and equipment at the client site and train the client on the use thereof, as and when required;
- Provide clients with in-depth training.
Statistical analysis:
- Perform statistical analysis on all clients’ processing to identify areas of improvement and growth.
- Present statistical analysis to all clients.
- Provide improvement recommendations / ideas to clients based on statistical analysis performed.
- Monitor client performance to identify trends and track improvements.
- Advise merchants of trends identified.
- Identify possible fraud risks and/or misconduct associated with clients' business practices and report these to the relevant manager.
- Inform clients of any trends identified with client staff where it is possibly negatively affected client overall performance.
- Conduct bank reconciliations and analysis as required.
Stock control:
- Assist with the tracking of stock on site level.
- Assist clients with the ordering of required stock (as and when required);
- Assist with the recovery of stock at sites (as and when required);
- Ensure that the company’s equipment is properly maintained on site level.
Sales:
- Identify opportunities to offer value-added services to clients and implement those services, as and when required.
- Identify opportunities to improve the clients' service offerings and sell where possible tailor-made products and solutions to the client.
- Prepare sales documents and guide the client through the completion thereof and submit for processing as per the timeframes detailed in the product service level agreement.
Query resolution:
- Log queries raised by clients with the company's second line support function and keep clients informed of progress regarding the queries raised. Close the query on the system, once resolved.
Administration:
- Keep client data and site visit information up to date on company systems daily.
- On the first day of every month, submit a monthly report to the Regional Manager.
- On the first day of every month, submit all expense claims and reconciliations thereof, to the Regional Manager.
Achieve financial targets:
- Through consulting and support services as well as sales activities, achieve monthly and annual financial targets.
Personal development:
- Keep clients and colleagues informed and updated on payments industry and all applicable legislative requirements and changes, as and when required.
- Keep up to date on all products, systems, industry, and legislative changes.
- Complete the actions detailed in your personal development plan as per company policy, successfully.
Communications and working relationships:
Internal:
- ACS Field Services. - Support services for terminals in field.
- The companies Central Admin. - Support services for sales applications
- The company’s Sales. - Sales Leads and Assistance
- The companies / Delter Contact Centre. - Telephonic support to Account Manager clients
- Business Support. - 2nd Line Query Resolution Support
- Billing Department. - Client Billing and Settlement query resolution
- Marketing Department. - Client marketing-related material and functions
- Development Team. - UX ideas and escalated query resolution
- Reception - Accommodation Bookings
- - Financial Payments / Refunds
External:
- The companies Merchants - Visiting Merchants
- Courier Services - Collection / Delivery of the company’s Terminals
Qualifications, Experience, and Skills:
Educational qualifications:
Professional qualifications:
- Com Degree / Diploma (Preferred)
Years of experience:
- Minimum 2 Year Experience in a Customer Service / Account Management Role
Other requirements:
- Bilingual in English and Afrikaans.
- Fluency in English is mandatory.
- Strong oral and written communications skills.
- Excellent MS Excel skills.
- Working experience on MS products (Excel, Word, PowerPoint, and Outlook).
- Organisational and prioritisation skills.
- Knowledge of the micro finance industry and some working experience in this industry is preferred.
- Technology and system savvy.
- Analytical skills.
- Sales experience skills.
- Ability to maintain supreme levels of ethical behavior and confidentiality.
- Ability to identify opportunities for improvement.
Advantage:
- Advanced MS Excel skills - Knowledge on V:lookups, H:lookups, Pivot Tables and IF formulas. (short courses attended).
- SQL – Must be skilled in database analysis through SQL query writing. 2 years experience required.
- SQL skills required:
- Execute select and where clauses.
- Inner join statements
- Union all statements
- Group by statements
- Sum, distinct, count and convert clauses.
- Power BI - Skilled in report writing and database enquiries to write reports within Power BI. 2 years experience required.
- Power BI skills required:
- Import data – Excel, SQL
- Convert data
Compiling of dash boards.
Behavioral competencies:
The incumbent is required to have demonstrated the following competencies:
- Influencing and relationship building: focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders.
- Sales confidence: selling the companies / Delter products and solutions to clients and obtaining their buy in to fully utilise these products / solutions.
- Teaming: communicates ideas, information and business objectives effectively and persuasively, resulting in desired actions/outcomes. Promotes, collaboration information sharing and learning within and across team members boundaries. Focuses on ensuring stakeholder satisfaction by building mutually beneficial relationships with stakeholders.
- Delivery: translates business objectives into practical, prioritised and organised action plans; ensure plans are quickly and successfully implemented. Make effective use of resources when executing; ensures processes are in place to achieve outcomes aligned to operational excellence standards.
- Values Driven: living the company’s values throughout all interactions.
Job purpose:
Using statistical analysis of clients' production data, provide the client with information that will equip him to make informed business decisions. Support clients on company products and services. Identify opportunities to sell additional company products and services into existing clients. Keep clients updated on payments industry and legislative changes.
Key responsibilities:
Consulting and Support Services
- Face to Face client visits.
- Statistical Analysis
- Stock Control
- Sales
- Query Resolution
- Administration
- Achieve Financial Targets
- Personal Development
- Up-sell solutions from the group
- Analyse customers’ transactional processing and devise strategies to maximise and optimise collections
Core responsibilities:
Face to face visits:
- Develop call cycle planning.
- Make the required travel arrangements and accommodation bookings.
- Visit all assigned within specified call cycle period.
- Build strong relationships with all customers.
- Obtain site visit signatures on all visits completed.
- Install products and equipment at the client site and train the client on the use thereof, as and when required;
- Provide clients with in-depth training.
Statistical analysis:
- Perform statistical analysis on all clients’ processing to identify areas of improvement and growth.
- Present statistical analysis to all clients.
- Provide improvement recommendations / ideas to clients based on statistical analysis performed.
- Monitor client performance to identify trends and track improvements.
- Advise merchants of trends identified.
- Identify possible fraud risks and/or misconduct associated with clients' business practices and report these to the relevant manager.
- Inform clients of any trends identified with client staff where it is possibly negatively affected client overall performance.
- Conduct bank reconciliations and analysis as required.
Stock control:
- Assist with the tracking of stock on site level.
- Assist clients with the ordering of required stock (as and when required);
- Assist with the recovery of stock at sites (as and when required);
- Ensure that the company’s equipment is properly maintained on site level.
Sales:
- Identify opportunities to offer value-added services to clients and implement those services, as and when required.
- Identify opportunities to improve the clients' service offerings and sell where possible tailor-made products and solutions to the client.
- Prepare sales documents and guide the client through the completion thereof and submit for processing as per the timeframes detailed in the product service level agreement.
Query resolution:
- Log queries raised by clients with the company's second line support function and keep clients informed of progress regarding the queries raised. Close the query on the system, once resolved.
Administration:
- Keep client data and site visit information up to date on company systems daily.
- On the first day of every month, submit a monthly report to the Regional Manager.
- O
