Ben Van Zyl Email and Phone Number

KEY RESPONSIBILITIES (Responsible for but not limited to the following broad functions-)• Set & update goals for team & thereby strive towards a highly motivated, performance driven environment.• ID trends & areas of improvement through relevant reports and coaching sessions• Develop, coach & motivate team to excel in performance & service delivery by making use of regular one on one meetings• Performance management of staff via agreed performance measurements and against… Show more KEY RESPONSIBILITIES (Responsible for but not limited to the following broad functions-)• Set & update goals for team & thereby strive towards a highly motivated, performance driven environment.• ID trends & areas of improvement through relevant reports and coaching sessions• Develop, coach & motivate team to excel in performance & service delivery by making use of regular one on one meetings• Performance management of staff via agreed performance measurements and against set standards• ID talent by working with QA Specialist/goal setting etc• Develop staff in current roles by making use of training facilitators • Put in place career development plans through coaching sessions, monthly 1 on 1’s and bi-yearly performance appraisals• Ensure service levels maintained by checking response times on chats & emails and then reporting. • Deal effectively with customer escalations through quick TAT’s, correct product and process knowledge. Always ‘win’ the client back.• Ensure all systems issues are resolved within agreed TAT’s• Responsible for relevant administration – timeous shift rostering, ad hoc shift changes, keeping staff files updated• Identify quality issues via monitoring sessions & work with QA• Take corrective steps and performance management of staff through monitoring quality trends and ensuring they are addressed ASAP• Build relationships with internal clients to achieve objectives• Build relationships with external partners to achieve objectives• Regular team meetings to communicate essential elements• Drive results and solutions through the team by monitoring staff's targets/ deadlines.• Monthly report of team members summarized performance• Assist with interviews• Conduct market research• Setting up Rosters for agents Show less

KEY RESPONSIBILITIES (Responsible for but not limited to the following broad job functions)• Monitor online payments & registrations by means of monitoring systemo Investigate spikes and falls in both banking and registration and provide feedback.• Ensure availability of online payments system – liaison with 3rd party processors if unavailable• Downtime handling & investigation – if there’s going to be known downtime, gateways to be switched and any unknown downtime… Show more KEY RESPONSIBILITIES (Responsible for but not limited to the following broad job functions)• Monitor online payments & registrations by means of monitoring systemo Investigate spikes and falls in both banking and registration and provide feedback.• Ensure availability of online payments system – liaison with 3rd party processors if unavailable• Downtime handling & investigation – if there’s going to be known downtime, gateways to be switched and any unknown downtime investigated, resolved and feedback provided.• Know all online payment methods i.e. how methods are funded; which countries they’re available to etc.• Familiarize self with international online payment methods: Neteller; Moneybookers etc.• Source, investigate & suggest new online payment methods for the international market• Ensure maximum utilization of online payment methods i.e. converting clients to cheaper or more user friendly payment methods • Rejection handling: monitor rejections and investigate issues. Convert to alternative online payment methods where possible.• Managing of new online payment method roll-outs – completion of application forms; liaison with 3rd party processors and the roll out with gateway provider, internal communication for marketing of method and ensuring relevant knowledge is shared.• Trend Analysis of volumes – acceptance & rejections – collate to show which country and product has better acceptance as well as cost analysis for various online payment methods.• Generating Revenue by adding new online payment methods, moving of volume and switching of gateways. Show less

Key Roles: . Responding to all VIP customer queries via incoming e-mails, chats and calls.. Liaising with the correct departments to hand over certain customer related issues. . Monitoring various computer servers and administering various systems checks to ensure the computer systems are operating continuously.. Liaising with international parties should there be system or server problems. Assisting with various marketing and promotional campaigns.. Dealing with… Show more Key Roles: . Responding to all VIP customer queries via incoming e-mails, chats and calls.. Liaising with the correct departments to hand over certain customer related issues. . Monitoring various computer servers and administering various systems checks to ensure the computer systems are operating continuously.. Liaising with international parties should there be system or server problems. Assisting with various marketing and promotional campaigns.. Dealing with outbound marketing element for business. . Running Daily queries and Hosting potential VIP clients for the business. Dealing with various E-cash issues and monitoring fraud levels.. Training of other support personnel.. Quality control of outgoing support e-mails and information supplied by telephone.. Administrative work on back office database. Show less