Job Description

MAIN PURPOSE OF POSITION:

The Partner & Webstore Support Specialist plays a key role in fostering strong partner relationships and ensuring a seamless support experience. This role serves as the first point of contact for partner and customer inquiries, providing timely, accurate, and professional assistance. The specialist will support both partner-related queries and webstore operations, ensuring high service standards, effective issue resolution, and continuous process improvement.

Partner & Webstore Support Specialist Job Duties and Responsibilities

Partner Support & SLA Adherence

Serve as the primary point of contact for partner queries, addressing concerns and inquiries promptly and professionally. Provide accurate and knowledgeable assistance on products, services, and processes, ensuring partners receive reliable information Meet and strive to exceed established support SLAs, ensuring queries are resolved within agreed timelines. Monitor and manage support ticket queues for timely and efficient responses.

Jira Query Resolution

Use Jira and other support tools to log, track, and manage partner queries effectively. Resolve issues promptly and escalate complex cases to the relevant teams when necessary.

Process Implementation

Contribute to the development and implementation of support processes and procedures. Work with team members and management to identify opportunities for improvement and participate in process enhancement initiatives.

Customer Satisfaction

Build and maintain positive relationships with partners, ensuring service excellence in every interaction. Gather partner feedback to identify improvement areas and share insights with relevant teams

Documentation & Reporting

Maintain accurate records of partner interactions and ensure all information is captured in the support system. Prepare reports on support metrics, trends, and customer feedback for management review. Maintain open communication with Brand, Account Managers, Accounts Receivable, and Webstore Support teams.

Webstore Support

Customer Support Respond to customer inquiries via Jira or phone, ensuring prompt, professional assistance related to the webstore platform. Support users in maximizing the value of the platform while maintaining high customer satisfaction.

Technical Troubleshooting

Identify and resolve technical issues on the webstore, including checkout errors, product listing issues, and integrations with third-party tools.

Order Management

Assist customers with order processing, tracking, and resolving order-related discrepancies.

Product Guidance

Provide clear guidance on platform features, including product setup and payment gateway configuration.

Documentation

Create and update documentation, FAQs, and knowledge base articles for common customer queries.

Escalation Management

Escalate complex issues to the appropriate technical teams and follow up to ensure timely resolution, keeping customers updated.

Quality Assurance

Monitor the quality of customer interactions and continuously work to improve the support experience.

Feedback & Improvement

Collect and analyze customer feedback, identify trends and risks, and proactively address areas needing improvement to enhance the webstore experience.

Cloud Website & Project Support

Collaborate with the Development Team on cloud-related webstore projects. Address billing and renewal data discrepancies. Improve data refresh times and accuracy. Streamline and optimize product configurations for the online store. Manage the Credit Project (e.g., VAT deductions for African partner credits).

Technical Webstore Query Management

Provide prompt and effective communication with internal and external stakeholders (Partner Support, Development, Brand Teams, Account Managers). Work closely with CBS Africa/First Digital to enhance webstore performance and efficiency. Identify potential risks related to the webstore and proactively implement mitigation strategies.

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 Relevant tertiary qualification in IT. 2-3 years' experience in a Partner Support, Customer Support, or Technical Support role. Experience working with webstore/e-commerce platforms is highly beneficial. Previous experience using Jira or similar ticketing/support systems preferred. Exposure to cloud platforms, data management, or website/content management is an advantage.

Skills and Abilities:

Excellent communication skills, both written and verbal, to effectively interact with partners and internal teams. Strong problem-solving abilities and a proactive approach to resolving partner issues. Demonstrated ability to work under pressure and meet Support SLA targets. A customer-centric mindset with a genuine desire to assist and support partners effectively. Attention to detail and a methodical approach to managing and resolving partner queries. Knowledge of the company's products and services, and the ability to guide partners through their usage. Team player.

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. Reliable transport to and from the office.

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