Please note that the responsibilities listed below are not exhaustive and may be expanded or modified as necessary to meet the evolving needs of the organization.


MAIN PURPOSE OF POSITION:

Webstore Support Specialist Job Duties and Responsibilities.

Customer Support:

• Respond promptly and professionally to customer inquiries, issues, and concerns related to our webstore platform via Jira or phone calls. Strive to achieve a high level of customer satisfaction and assist users in maximizing the benefits of our platform

Technical Troubleshooting:

• Identify, troubleshoot, and resolve technical issues related to the webstore platform, including checkout problems, product listing errors, and integration with third-party tools.

Order Management:

• Assist customers with order processing, tracking, and resolving any order-related discrepancies or issues

Product Guidance:

• Provide guidance and instructions to customers on how to use various features of our webstore platform effectively, including setting up products and configuring payment gateways.

Documentation:

• Create and maintain detailed documentation, FAQs, and knowledge base articles to assist customers in solving common queries and issues.

Escalation Management:

• Escalate complex issues to the appropriate teams and follow up to ensure timely resolution while keeping the customer informed throughout the process.

Quality Assurance:

• Continuously monitor and improve the quality of customer interactions to ensure a positive and consistent support experience.

Feedback and Improvement:

• Collect and analyze customer feedback, identify trends / risk, proactively eliminate risk, and provide insights to improve the webstore platform and enhance customer experience.

Oversee all Cloud website-related projects

• Collaborate with the Development Team on Cloud projects.
• Address billing and renewal data discrepancies.
• Enhance data refreshing time and accuracy.
• Streamline product configurations for the store.
• Manage the Credit Project (VAT deductions from African Partners' credit).

Promptly address technical webstore queries:

• Responsively communicate with internal and external stakeholders. (Partner support / Dev team / Brand teams / AM)
• Work closely with CBS Africa/First Digital to optimize webstore efficiency.
• Identify potential risks associated with the webstore and proactively implement solutions to enhance efficiency.

REQUIREMENTS:

Internal training associated with competencies:

• During the first week of your employment, you'll be presented with a meticulously crafted learning map designed to seamlessly guide you through your on-the-job training experience.

Requirements :

• Grade 12
• Proven experience in customer support and technical troubleshooting within a website or e-commerce environment.

Skills and Abilities:

• Strong communication and interpersonal skills to effectively assist customers and collaborate with internal and external teams.
• Familiarity with webstore platforms and their functionalities.
• Excellent problem-solving skills and the ability to handle complex issues.
• Detail-oriented with a focus on maintaining accurate documentation.
• Self-motivated and proactive in identifying areas for improvement and implementing solutions.
• Ability to work independently and as part of a team.

Ability to meet Job Requirements:

• Fluent in English.
• Own reliable transport.

Office Requirements:

• Office-based working environment.
• Semi-formal dress code.
• Working hours are from 08:00 – 17:00.
• Excellent international business language skills (English), both written and verbal.

 


NOTE:

• This is a permanent position subject to a successful three-month probationary period.
• You will be required to perform such duties as reasonably required by the business.
• Your job description may be amended from time to time if it is valid and reasonable.
• You will serve the Company or any Associated Entity in such capacity as management may reasonably require.
• Duties must be performed faithfully, diligently, and to the best of your abilities.
• You agree to use your best endeavors to promote the best interests of the Company and any Associated Entity.
• You may be required within reason, to work outside of set duties and/or perform in more than one role