Belville, City of Cape TownMember since 11 September 2023
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About
I'm a self motivated, fun loving woman who strongly believes in doing everything I do, to the best of my ability.
Experience
Merchant Support Agent
Responds to merchant queries in a timely and accurate way via email & Zendesk.
Follow up with customers/merchants to ensure their technical issues are resolved.
Created some process documentation.
Work cross-functionally with the product and engineering teams to investigate and rapidly resolve issues experienced by customers and merchants to improve the customer journey and merchant experience.
Maintain excellent communication with the merchants to ensure transparency, and expectation management in favor of a good customer experience.
Set up various types of Vouchers, Discounts, Campaigns, Promo Codes, Competitions, In-App Announcements, etc.
Set up bulk Emails, Push Notifications, and In-App Messages, using the Braze platform.
Created more efficient and sustainable work processes.
Investigated queries regarding account issues, transaction issues, etc.
Escalated issues and facilitated communication between the relevant teams, e.g. EPOS providers, Engineering team, Product team, Customer Support team, etc.
