Merchant Service Consultant

About the position

Opportunities have become available for Merchant Service Consultant roles based in the
4 Connect Regions (KZN, Outerlying, Cape, Gauteng).

Purpose of the position:

To serve as the primary Merchant Service Consultant for the respective regions, Connect
Estate within the internal service team, ensuring optimal service levels, client
satisfaction, and retention. This role involves acting as a liaison between clients, internal
departments, and the external sales team. Additionally, it entails providing efficient and
effective service support to the External Sales Team, Regional Managers, and National
Service Manager and as the main point of contact.

Duties and Responsibilities:

The administration of the regions formal Connect Estate by focusing on the following,
but not limited to:

• Not Utilising report:
  ? Monitor all sites to identify problem areas and potential risk by tracking and
  maintaining the utilisation report on a bi-weekly basis.
  ? Manage declared BTV to Actual BTV processed monthly/quarterly/annually
  ? Feedback to be reported to the National Service Manager on a weekly basis
  .
• On hold Report:
  ? Monitor sites On Hold vs Utilisation and report any activity on sites immediately
  to Finance, Deployments, Regional Manager, and National Service Manager.
  ? Ensure that sites that should be taken off On Hold is actioned timeously by
  Deployments.
  ? Ensure that the Finance Department is up to date with all sites On Hold and
  removed from On Hold.
  ? Contact clients On Hold to monitor status - reason depending.
  ? Support the external sales consultant with On Hold clients as and when required.
  ? Drive feedback from clients to Deployments and National Service Manager
• Upliftment Report:
  ? Identify potential sites at risk for upliftment by monitoring the months remaining
  on contracts, utilisation, regular client check-ins, and feedback from the regional
  clients and External Sales team.
  ? Notify the Regional Manager and National Service Manager immediately of any
  sites under threat to cancel their contract and upliftment the device.
  ? Ensure that sites scheduled for Upliftment, complete the Upliftment survey in a
  timely manner.
  ? Ensure that sites approved for Upliftment is scheduled and actioned by
  Deployments.
  ? Submit a Monthly consolidate report for review to the National Service Manager
  .
• Dynamics Reporting:
  ? Ensure that activities on Dynamics are up to date and Tasks are actioned as
  required on-time and accurately.
  ? Reporting on renewals - update and pull weekly report for review by National
  Service Manager.
  ? Weekly Service activity reports will be reviewed by National Service Manager
• Induction Training Reports:
  ? Pull weekly report from Deployments vault installation report and check that
  training documents are received, completed accurately.
  ? Check that all retraining schedules also have a training form linked accordingly.
  ? Make courtesy call to newly trained sites to verify training was done to client
  satisfaction, report any issues immediately to Regional Manager and National
  Service Manager
• .
• Projects Reporting:
  ? As and when required administer feedback from projects/campaign that is
  implemented.
  ? Ensure that reports are completed in full, accurately, and on-time to the relevant
  departments
  .
• Client Retention & Renewal:
  ? Ensure that all sites within the renewal period are identified, contacted in
  advanced, and any threat of cancellation and upliftment is communicated to the
  Regional Manager and National Service Manager immediately.
  ? Deal sheet calculations, to be completed and sent to National Service Manager
  for review and approval as and when required.
  ? Follow up on renewal imminent report every other day and update on Reporting
  Board for review by National Service Manager (Mon, Wed and Fri)
  ? Drive the renewal of sites shared with external sales consultants and ensuring
  that all administrative duties for the renewal is completed and signed and
  submitted accurately and on-time.
  ? Driving feedback on renewals from the external sales team as and when required
  for review by National Service Manager.
  ? Consolidate weekly updated feedback to be submitted to National Service
  Manager
  .
• Contracts:
  ? Complete all renewal contracts, Change of Ownerships, Multi Accounts, etc.
  ? Load all contracts, supporting documentation, etc on Trello - ensuring that they
  are accurate.
  ? Check daily for updates and follow-up with clients or external sales team as and
  when required for outstanding documentation, etc
• Estate Planner management:
  ? Monthly data checks on Estate Planner to ensure accuracy of information.
  ? Communicate any changes or errors to National Service Manager.
  ? Once approved by National Service Manager - Consolidate changes, request
  updates to be implemented by Deployment or other relevant departments.
  ? Follow-up and ensure that changes have been done timeously and accurate as
  per request.
  ? Data include allocations, Regions, Contact details, Group allocations, etc
• .
• Finance Support:
  ? Settlement process is understood, and client settlements are assisted as and
  when required.
  ? Ensure clients are trained on instant access and webflo.
  ? Working with Finance on any escalated queries that they require assistance with.
• Additional Responsibilities include but are not limited to
  ? Query escalation preps for National Service Manager; As and when required to
  pull information from Dynamics, CMS, Webflo, Report Server etc. for National
  Service Manager to review and assist with escalations.
  ? Assist Management with ad-hoc tasks including project/campaign related to the
  business.
  ? Manage engagement with relevant internal and external stakeholders in the
  relevant business units and industry.
  ? Collaborating with internal stakeholders - Finance, CIT, Call Centre, Operations,
  and other teams
  ? Ensures that the external sales team attends to client training and other
  enquiries that require external interaction.
  ? Understands what matters to the clients and effectively delivers against those
  demands.
  ? Managing, administer, and action any CIT E2E queries, escalations, client CIT
  requests, etc.
  ? Facilitate the training of clients on the current escalation process on the below:
  ? Technical issues
  ? CIT escalations
  ? Settlement/Recon Queries
  ? Contact centre Support
  ? Contact centre WhatsApp support
  ? Managing and actioning ongoing promotions/campaigns/strategic decisions
  throughout the existing regional formal client base.
  ? Keep the existing regional formal client base appraised of any changes or new
  product development/services within Connect Group
  ? Feedback and quick resolution to customer queries acknowledgement of email
  within 24 hours and resolution within 48 hours
  ? ADHOC requests as and when required.

Formal Education and Experience

? Matric essential
? Computer literacy
? Advance experience in Microsoft Excel will be an advantage.
? BCom. Degree will be an advantage.
? 3 or more years' experience in customer relationship, account management,
and/or business administration

Required skills:
? Proven experience and skills in Administration and Service.
? The ability to multitask, work in a fast-paced environment, and meet deadlines.
? Own vehicle and valid driver's license.

Contract type:
? Permanent with 3-month probationary period.

Dual Reporting Structure:
? Direct report to National Service Manager
? In-Direct report to Regional Manager

Department:
? Sales and Service

Work Location:
? 1x Johannesburg
? 1x Cape Town
? 1x Durban
? 1x Outerlying

Desired Skills:

• Merchant Service Consultant
• Retentions
• Contracts
• Reporting
• Finance

Desired Work Experience:

• 2 to 5 years

Desired Qualification Level:

• Degree

About The Employer:

Top global company involved in Finance and Cash Management Solutions

Employer & Job Benefits:

• Medical Aid
• Pension
• Commission Fuel Allowance Cell Allowance