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Payment Queries Officer - Umhlanga Rocks

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Bonne Garde Support has an exciting opportunity available for a Payment Queries Officer to be based in Team Support, Umhlanga, Durban. The successful incumbent will be responsible for attending to all deposits, withdrawals, cashback, and any other customer queries on daily basis within the stipulated turnaround times. Managing the Zendesk ticket queue and ensuring all queries are resolved. Minimum requirements: 1 2 years experience within an administration-related role. Microsoft Office (Excel intermediate to advanced). Computer literate and typing skills. Responsibilities: Action the following daily: - Deposit queries: To check and verify the deposit query that the customer made is valid and reflects on the payment portal. To check if the deposit reflects on the customers account via SyX before crediting the account. If the deposit does not reflect, the customer account to be credited. Zendesk ticket to be updated with applicable internal comments and solved within 15 minutes of receiving the ticket request. If we are not able to find the deposit on any payment portal platform to provide feedback to the Team Leader on duty to advise the customer that the ticket has been closed as we are not able to locate the deposit and to provide correct details and reopen a new ticket with the correct details. Zendesk ticket to be updated with applicable internal comments and solved within 15 minutes of receiving the ticket request. Withdrawal queries: To investigate the withdrawal query via the payment portals and SyX to see what happened to the customers withdrawal query. If the withdrawal is still pending to be paid escalate to the payments Team Leader to arrange for withdrawal to be paid immediately. If the withdrawal was paid or failed to advise the Team Leader on duty to advise the customer. Zendesk ticket to be updated with applicable internal comments and solved within 15 minutes of receiving the ticket request. Cash back queries: To check and verify if the soccer multiple tickets is a qualifying ticket for cashback. If a ticket is not qualified SMS will be sent to the customer to advise the outcome via Mconnect. If a ticket is qualified credit the customers account with the correct qualifying amount according to the terms and conditions of the promotion. Zendesk ticket to be updated with applicable internal comments and solved within 2 hours of receiving the ticket request. Live monitoring reports: To assist the team leaders with live monitoring deposit and withdrawals report communicate on WhatsApp MZ Management group. Credit all outstanding deposits and advise payments team leaders to pay any outstanding withdrawal. Other queries There might be other ad hoc queries related to the customers account which will have to be actioned using the resources available to investigate further for resolution. Other responsibilities: To assist the payments team or Reconciliation Officer with withdrawals and deposits when we are having high volumes or any system issues. To always communicate to management if any system issues have been identified with the payment portals or SyX based on the number of Zendesk tickets received. Daily stats per shift to be provided and the number of Zendesk tickets resolved per category. Feedback of any challenges experienced. This can be added to the payments daily report. Skills and competencies: Good communication and interpersonal skills. Impressive planning, organisational, and time management skills. Good business acumen and high ethical work standards. Ability to multitask and show initiative. Attention to detail. Ability to work under pressure and still produce good quality results timeously. Please note that only candidates who meet the stipulated minimum requirements will be considered. Please be advised that should you not be contacted within 30 days, kindly consider your application to be unsuccessful. Apply Now
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