Overview of salaries statistics in the category "Customer Service in Western Cape"

DESCRIPTIONAt Amazon.com, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. We are looking for an innovative and experienced leadership development (LD) business partner to implement our strategy and roadmap on developing Amazon’s Customer Service leaders in EU/ZAF. This position is located in Cape Town and requires travel up to 20%. Key job responsibilitiesCritical Responsibilities and Skills:• Create and implement the LD regional addendum aligned to CS LD’s annual roadmap for Customer Service.• Influence leaders and stakeholders at the senior level; demonstrate effective consulting skills, with an ability to influence in all directions and at all levels.• Demonstrate expert presentation and facilitation skills. • Design and implement LD programs tailored to the region’s needs as needed; produce instructional materials and performance support materials; design evaluation methods to determine impact of program.• Assist in implementing the annual needs analysis to determine the LD skills needed for the region.• Create and implement effective change management processes across the LDBP function, CS LD and regional stakeholder group.• Provide leadership development and executive coaching to senior Customer Service leaders. • Collect, report, and analyze LD metrics to produce monthly and quarterly updates for stakeholders. • Deliver results with little supervision in a dynamic and often ambiguous environment.• Exhibit superior communication skills including interpersonal communication, written communications and classroom and virtual facilitation skills. • Demonstrate advanced business and HR acumen, including advanced problem-solving skills, critical thinking, and a willingness to be vocally self-critical.We are open to hiring candidates to work out of one of the following locations:Cape Town, ZAFBASIC QUALIFICATIONS• BA or BS degree in a relevant field such as business, education, instructional design, organizational development, or equivalent experience. • Proven work experience in the areas of management and leadership development, organization development, group facilitation, training and training design, including experience in a Leadership Development Business Partner.• Demonstrate experience in influencing senior leaders/stakeholders. • Demonstrate program management skills, including managing details, and keeping multiple tasks/projects on track.• Influence senior leaders and stakeholders at the senior level; demonstrate effective consulting skills, with an ability to influence in all directions and at all levels. • Advanced analytical skills and experience using and presenting data to make decisions.PREFERRED QUALIFICATIONS• Proven advanced instructional design skills, including evaluation methodologies; experience with global design.• Master’s Degree in a related discipline.• Certified executive coaching experience. • International assignment; experience working in a different country.• Cross functional experience in an area outside of training and development. • Experience working in a customer center environment. Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Join a team in Cape Town as a Customer Support (Aftersales) and be the driving force behind ensuring customer satisfaction post-purchase!If you’re passionate about providing top-notch support, managing warranties, and resolving ICT-related concerns, this role is perfect for you.You’ll get to showcase your excellent communication, problem-solving, and technical skills while working in a dynamic environment. Plus, you’ll have the opportunity to stay updated on the latest ICT products and make a real impact on customer experiences.If you’re ready to make a difference and thrive in a customer-centric role, apply now!Type: Onsite in Cape Town.Salary: Up to R18 000 pm.Duties and Responsibilities:Customer Support:Address customer inquiries, issues, and complaints related to post-purchase experiences promptly and professionally via various communication channels.Provide technical support and troubleshooting guidance for ICT products or services.Warranty and Service Management:Manage warranty claims and service requests, ensuring adherence to company policies and procedures.Coordinate with technical teams or manufacturers to facilitate product repairs or replacements within warranty terms.Issue Resolution:Investigate and resolve customer issues effectively, ensuring a positive resolution and customer satisfaction.Collaborate with other departments, such as technical support or sales, to resolve complex problems.Product Knowledge and Training:Maintain up-to-date knowledge of ICT products, services, and updates to assist customers accurately.Develop training materials or guides to educate customers on self-service troubleshooting.Documentation and Reporting:Generate reports on aftersales service activities and customer feedback for analysis and improvement.Requirements:Excellent communication skills, both verbal and written, with a customer-centric approach.Proficiency in ICT products, their functionalities, and troubleshooting methods.

DESCRIPTIONPlease note that this is a fully office based role at our office in Nairobi, Mon - Fri 9am- 6pmCloud Support Engineers in the Data in Transit domains support customers who are running ETL workload or analyzing large amounts of data using AWS services. As a part of this team, you will be working on a plethora of services such as Glue(ETL service), Athena(interactive query service), Managed Workflows of Apache Airflow etc.Understanding of ETL (Extract , Transform , Load) - Creation of ETL Pipelines to extract and Ingest data into data lake/warehouse with simple to medium complexity Data transformations and troubleshooting ETL job issues.Understanding of Linux and Networking concepts.Excellent oral and written communication skills with multi-tasking ability.Master’s degree in Information Science/Information Technology, Data Science, Computer Science, Engineering, Mathematics, Physics, or a related field OR Bachelor’s degree in the same with 1+ year of experience OR equivalent experience in a technical positionKey job responsibilitiesIntermediate to advanced expertise in ETL tools such as Talend, Informatica or similar.Knowledge of data management fundamentals and data storage principlesAdvanced SQL and query performance tuning skills.Experience integrating and managing large data sets from multiple sourcesAbility to read and understand Python and Scala codeUnderstanding of distributed computing environmentsProficient in Spark,Hive and PrestoExperience working with dockerPython, and shell scriptingCustomer service experience / strong customer focusPrior working experience with AWS - any or all of EC2, S3, EBS, Glue, AthenaExperienced with Linux system monitoring and analysis(disk management, memory management, permissions etc.)Understanding of Networking concepts and protocols(DNS, TCP/IP, DHCP, HTTPS, etc.)A day in the lifeWHAT CAN YOU EXPECT FROM A LIFE AT AWS? Every day will bring new and exciting challenges on the job while you: · Learn and use groundbreaking technologies. · Apply advanced troubleshooting techniques to provide unique solutions to our customers' individual needs. · Interact with leading engineers around the world. · Partner with Amazon Web Services teams to help reproduce and resolve customer issues. · Leverage your extensive customer support experience to provide feedback to internal AWS teams on how to improve our services. · Drive customer communication during critical events. · Drive projects that improve support-related processes and our customers’ technical support experience. · Write tutorials, how-to videos, and other technical articles for the developer community. · Work on critical, highly complex customer problems that may span multiple AWS services.WHY AWS SUPPORT? · First and foremost this is a customer support role – in The Cloud. · On a typical day, a Support Engineer will be primarily responsible for solving customer’s cases through a variety of customer contact channels which include telephone, email, and web/live chat. You will apply advanced troubleshooting techniques to provide tailored solutions for our customers and drive customer interactions by thoughtfully working with customers to dive deep into the root cause of an issue. · Apart from working on a broad spectrum of technical issues, an AWS Support Engineer may also coach/mentor new hires, develop & present training, partner with development teams on complex issues or contact deflection initiatives, participate in new hiring, write tools/script to help the team, or work with leadership on process improvement and strategic initiatives. · Career development: We promote advancement opportunities across the organization to help you meet your career goals. · Training: We have training programs to help you develop the skills required to be successful in your role. We hire smart people who are keen to build a career with AWS, so we are more interested in the areas that you do know instead of those you haven’t been exposed to yet. · Support engineers interested in travel have presented training or participated in focused summits across our sites or at specific AWS events.We are open to hiring candidates to work out of one of the following locations:Cape Town, ZAFBASIC QUALIFICATIONS- 3+ years of network and operating system support experience- 3+ years of virtualization, orchestration and cloud computing (eg. Hypervisors, VMware, Xen) experience- 3+ years of database administration experience- 3+ years of software development with object oriented language experience- 3+ years of continuous integration and continuous delivery (CI/CD) experience- 3+ years of information security and compliance experience- Bachelor's degree in computer science or equivalent, or 3+ years of technical support experiencePREFERRED QUALIFICATIONS- 4+ years of network and operating system support experienceAmazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

DESCRIPTIONThe Customer Service (Customer Experience and Operations) Country Lead - South Africa. South Africa (ZA) is responsible for the strategic and operational direction, network set up, program management, coordination, quality, productivity and delivery of an exceptional CS for ZA customers. This position will drive operational excellence and best practice adoption, and partner with internal Amazon teams to positively impact customer experience. This role requires a candidate with the ability to drive process improvements, provide deeper insight into the voice of the customer, associate performance, operational efficiency while motivating others to meet the challenges of an extremely customer focused and metrics driven environment. The successful candidate will draw from previous work experience in CS management, international vendor management, and corporate representation.Key job responsibilities• Program and operational leadership to build a highly successful Amazon ZACS team.• Full budget responsibility for ZACS, including single threaded ownership for strategic and financial OP1/OP2 planning and financial results.• Participate in business leadership meetings and act as the voice of the customer; developing and driving strategies and programs which drive a best-in-class CS and customer experience, while contributing to profitability of the organization.• Define and recommend the network strategy for Amazon’s ZACS operations. Identify and evaluate new sourcing opportunities.• Effectively partner and build productive working relationships with peers, leadership, and other departments.• Executive business summaries and presentations, and writing high quality narrative documents for senior leadership.• Detailed reporting and metrics preparation for business reviews.• Act as the advocate and voice of the customer to drive cross functional customer experience improvements.• Management and development of direct team members.• Leverage program management skills to deploy new operations and/or services within the ZACS network.• Assess and prioritize program needs based on rapidly changing business requirements• Executive business summaries and presentations.• Cascade goals across internal and vendor organizations and monitor goal progress.• Identify and eliminate root cause barriers to accuracy, productivity, and quality.• Daily and weekly operations management.• Ensure that the internal and vendor CS controlling/forecasting processes are highly customer focused, operationally effective and cost efficient.• Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.• Embrace and embed Amazon’s leadership and CS tenets within the ZACS network.• Share operational and quality best practices across the Amazon CS global network.• 10% international travel.Basic qualifications• Bachelor’s degree or equivalent.• Minimum 5-7 years’ experience in operations or program management, inhouse and outsource vendor management, or related field with CS background desired.• Demonstrated success in leadership and executive presentation skills.• Experience in highly diverse, international and matrix organizations.• Self-starter, possesses flexibility to work in a fast-changing environment and ambiguous situations.• Strong business analytics skills. Competent managing, delivering and analyzing disparate metrics across operations, finance and customer experience.• Expert skills in Microsoft Excel and Word.• Experience in creating/building new sites/businesses.• Fluent in English, additional languages preferable.Preferred qualificationsExperience implementing repeatable processes and driving automation or standardizationWe are open to hiring candidates to work out of one of the following locations:Cape Town, ZAFBASIC QUALIFICATIONS- 8+ years of delivering cross functional projects experiencePREFERRED QUALIFICATIONS- Experience implementing repeatable processes and driving automation or standardizationAmazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Have you been in a position overseeing various aspects of branch activities which would include staff management, customer service and operations while having a good understanding of finance, budgeting and reporting?Our clients operation is based in Philadelphia Cape town and you will collaborate and work closely with the Branch Manager ensuring the running of a positive productive and smooth operation.A people’s person who enjoys being at the centre of all activity will be a great asset for this role.Minimum Requirements:Grade 12, Diploma or Degree in business Administration advantageous5 years Proven experience in coordinating or related role .Strong understanding of financial management, including budgeting and reporting.Knowledge of procurement regulations, ethical practices, and industry trendsExcellent organizational and time-management abilities.Effective communication skills, both written and verbal and must have knowledge of industry- specific regulationsDuties and Responsibilities:OperationsControl and manage the Repairs and Maintenance processes and procedure for the branch. Includes proper filing of all documentation.Submit daily Timesheets for the branchAssist Branch Manager with overlooking and controlling of the yard activities.Ensure that monthly unit inspections and stock counts are done and submitted to Head Office on time.Request quotes from suppliers for maintenance or transport.Prepare the purchase requisition for quotes received from suppliers and submit to procurementFacilitating communication between the branch, other departments and management, ensuring that the information flows smoothlyCustomer ServiceAssist with loading quotes on Syrinx.Ensuring that the branch provides excellent customer service and keeps customer informed of deliveries, collections and maintenance schedules.Liaising with customers daily to check on service delivery and customer satisfactionAddress customer concerns, inquiries and resolve issues in a timely and professional mannerResolving all customer queries related to invoices and statements. Escalate all matters that cannot be resolved.Stock controlEnsure weekly stock counts of the branch stores for materials is done.Discrepancies need to be investigated and reportedImplement inventory management that allows accurate tracking of stock levelsConduct regular physical audit of the stock and compare physical inventory with what’s recorded in the “system”Financial ManagementSending invoices to Finance for payment of suppliers after work is completedManage the debtor’s book and make sure that this does not fall behind and attend to outstanding accounts. Escalate all matters that cannot be resolved.Analyze Financial reports to identify areas of improvement

DESCRIPTION AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services. As an Amazon Web Services (AWS) Customer Solutions Manager you will be responsible for helping to guide large and complex AWS customers along their multi-year journey to the cloud. In this new, highly visible position you will ensure that all AWS teams are working together effectively and efficiently to deliver outcomes for the customer.In the role, you will be a critical partner to our customers, leveraging your delivery experience with large scale engagements, transformations, and helping shepherd them through their stages of AWS adoption. Guiding the customer through the operational, educational and governance aspects of a successful AWS cloud journey.You will interface with customer and AWS leadership, driving collaboration between the other core account groups (Sales, Support, Solutions Architecture and Professional Services), product/engineering teams, customer teams, and planning and supporting major workload migrations. You will translate strategic initiatives in the account plan into executable actions, working backwards from our customers key milestones. The execution of education plans, roadmap to business outcome alignments, Executive Briefing Sessions, and go-live events and transitions are a few items owned by the CSM that are critical to the success of our customer’s cloud journey.At AWS, you are encouraged to think big, invent and take ownership on customer challenges. You will not only bring the best of AWS/ Amazon to our customers, you will proactively help solve the customer’s challenges through new ideas, tools and mechanisms.Successful candidates will have a strong delivery and change management background, be detail oriented, have excellent problem-solving abilities, and be exemplary communicators both at the executive and project team level. You will be a peer leader, have the ability to gain stakeholder buy-in, negotiate and drive virtual teams. Your enterprise experience and operational excellence will influence the team’s decisions, provide insight, and help drive secure and robust solutions.You will evangelize AWS services and influence customers for adopting them. You should be passionate about delivering a great customer experience by deploying AWS solutions and inspiring innovation. You will be obsessed with contributing to the day-to-day management of your customers successful adoption of AWS.Do you look around corners for ways to engage and service customers? Are you passionate about using technology to solve business problems that have big customer impact?Come build the future with us.About the teamDiverse Experiences Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Why AWS Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud. Inclusive Team Culture Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.Mentorship and Career GrowthWe’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional. We are open to hiring candidates to work out of one of the following locations:Cape Town, ZAF | Johannesburg, ZAFBASIC QUALIFICATIONS Basic Qualifications · Experience leading complex, large scale. IT/digital/business transformation programs · Experience in a customer facing role · Superior written and verbal communication skills, including a demonstrated ability to effectively deliver information to c-suite/VP level · Strong organizational and troubleshooting skills with precise attention to detail PREFERRED QUALIFICATIONS Preferred Qualifications · Direct experience implementing AWS/cloud services · Robust understanding of key technology and market trends · PMP and/or SCRUM/Agile, SAFe certified Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.

Does your experience include all round multi-tasking skills in coordinating all administration activity within a branch? Our National client based in Blackheath requires your strong excel and formula skills, ability to do stock counts and work alongside the Branch Manager managing customer service, general operations, basic finance, budgeting and reporting.Essential that this person is a team player who is a self driven independent worker and a strong problem solver.Hours: 7am – 4pmRequirements:Grade 12, Qualification in business Administration advantageousMin 5 years Proven experience in a related role with strong administration and excel skills .Understanding of financial management, including budgeting and reporting.Knowledge of procurement regulations, ethical practices, and industry trends – must be willing to open containers and check on stock in the containers.Excellent organizational and time-management abilities.Effective written and verbal communication skills and preferably knowledge of industry- specific regulationsGood interpersonal skills and not be afraid to pick up the phone and call customers and service providers.Methodical and deadline driven.Ability to manage quotes and follow up on quotes with customers.Provide support to the branch manager and operations team.Team player and willing to assist team members.Duties and Responsibilities:Operations:Control and manage the Repairs and Maintenance processes and procedure for the branch. Includes proper filing of all documentation.Submit daily Timesheets for the branchAssist Branch Manager with overlooking and controlling of the yard activities.Ensure that monthly unit inspections and stock counts are done and submitted to Head Office on time.Request quotes from suppliers for maintenance or transport.Prepare the purchase requisition for quotes received from suppliers and submit to procurementFacilitating communication between the branch, other departments and management, ensuring that the information flows smoothlyCustomer Service:Assist with loading quotes on Syrinx.Ensuring that the branch provides excellent customer service and keeps customer informed of deliveries, collections and maintenance schedules.Liaising with customers daily to check on service delivery and customer satisfactionAddress customer concerns, inquiries and resolve issues in a timely and professional mannerResolving all customer queries related to invoices and statements. Escalate all matters that cannot be resolved.Stock control:Ensure weekly stock counts of the branch stores for materials is done.Open containers and check on stock in the containers.Discrepancies need to be investigated and reportedImplement inventory management that allows accurate tracking of stock levelsConduct regular physical audit of the stock and compare physical inventory with what’s recorded in the “system”Financial Management:Sending invoices to Finance for payment of suppliers after work is completedManage the debtor’s book and make sure that this does not fall behind and attend to outstanding accounts. Escalate all matters that cannot be resolved.Analyze Financial reports to identify areas of improvement

Do you have a passion for securing new business with ten years experience managing and leading a branch’s operations, sales, customer service and driving business to the next level?Must be a hunter with the ability to drive business growth, close deals and expand the branch’s customer base increasing revenue, in particular the rental business. Previous experience of modular buildings advantageous.Minimum Requirements:Grade 12 and Diploma or Degree in business, construction management or a relevant field10 years Proven experienceAbility to lead a branch, overseeing all operations, sales, and customer service functionsPrevious experience and understanding of modular buildings advantageousMust be a hunter and able to successfully close deals and bring in new businessManage the growth of the branch, in particular its rental business; and protection and safe keeping of the rental fleet of the branchStrong understanding of financial management, including budgeting and reporting.Excellent interpersonal and communication skills, building strong relationships with clients and team members.Solid understanding of safety protocols / industry regulationsAbility to multitask, prioritize, and manage time effectively.Excellent communication, negotiation, and interpersonal skills.Proficient in using Microsoft Office and other relevant programmes.Ability to drive business growth, expand the branch’s customer base and increase revenue.Health & Safety knowledge, process and procedures is vital.Duties and Responsibilities:Business Development & Customer Service:Maintain a high level of customer satisfaction ensuring timely project delivery and sorting out any problems that arise.Foster strong relationships with clients, ensuring needs are met and expectations are exceeded.Seek feedback from customers to improve service quality and customer retention.Drive business growth and sales efforts to expand branch’s customer base &increase revenue.Identify new business opportunities maintain relationships with clients, contractors, and suppliers.Pursue new business opportunities working closely with the sales team and providing support.Foster collaboration with sister companies to identify and share customers.Leadership and Operational Team Management:Manage daily updates and weekly reports on the activities and progress being made in the various sectors.Setting clear goals and objectives for the team including performance management.Foster a positive work environment, promote teamwork, and motivate employees.Ensure efficient workflow and optimal resource utilization.Oversee day-to-day operations of the branch, including stock and material control.Implement and enforce health and safety protocols and regulations.Previous experience and understanding of modular buildings would be advantageous.Securing new rental ordersCompleting and managing tendersFinancial Management:Prepare and manage the branch’s budget, monitor expenses, and ensure financial targets are met.Analyse financial reports, identify improvement areas, implement cost-saving measures.Salary dependent on qualifications / experience. Provident Fund & Medical Aid compulsory, Fuel Card.

As the Customer Success Manager, your role is pivotal in ensuring exceptional service for our clients by bridging the gap between them and our Technical Team.Your primary objective is to understand our clients’ business needs, tailor our services accordingly, and act as an advocate to ensure retention through excellent service delivery.By ensuring a seamless integration of our services into our client’s operations, you will assist to enhance their technological capabilities, security, and overall business performance.Key Responsibilities:Client Relationship Management: Cultivate and sustain strong client relationships from onboarding to offboarding, serving as their primary contact and fostering continued business.Account Management: Manage client accounts to ensure alignment between billed and supported services, promptly addressing discrepancies and facilitating account renewals and updates using our Account Management Life Cycle.Project Management: Administer project-related tasks, managing client issues, escalations and ensuring project completion internally.Issue Resolution: Facilitate the swift resolution of escalations or complaints, minimizing disruptions to client operations by collaborating closely with the technical team.Service Satisfaction and Retention: Monitor and maintain client satisfaction through our Customer Thermometer, promptly addressing potential churn risks, and identifying opportunities for service delivery improvement.Service Trend Analysis: Track and report on client satisfaction surveys and ticket performance monthly, highlighting successes and failures, providing insights for effective service delivery.Client Advocacy: Advocate for client needs within the company, addressing feedback and collaborating with internal teams to improve service delivery.Technology Advisory: Monitor and evaluate the performance of implemented solutions and services; collaborate with the Technical Team to advise clients on roadmaps for suitable IT solutions, ensuring they align with client goals and industry standards.Administration and Reporting: Manage all client account activity in the Professional Services Automation (PSA) system to maintain up to date records of client interactions and services that will inform decision making.Customer Training and Education: Provide ongoing training and education on our services and emerging technologies to empower clients to optimally use our products and services.Collaboration with Sales and Marketing: Work with the sales and marketing team to identify opportunities for upselling and cross-selling, ensuring clients are informed about our full range of services.Continuous Improvement: Continuously seek feedback from clients and internal stakeholders to identify areas of improvement to refine services and enhance the overall client experience.Requirements:Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.Proven experience as a Customer Success Manager, Technical Account Manager, Customer Relations Manager, or similar role within the MSP environment.Strong technical background and aptitude with a solid understanding of IT support, cybersecurity, and cloud services, particularly within the Microsoft ecosystem.Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal teams.Strategic thinker with the ability to translate business needs into technical solutions and retention strategies.Strong time management skills with the ability to work independently as well as function well in a team environment.Results oriented person with the ability to focus on achieving measurable outcomes and delivering value to clients.Ability to take ownership and accountability of client accounts, ensuring that commitments are met, deadlines are adhered to and expectations are met.Ability to manage multiple accounts and projects simultaneously, ensuring timely delivery, client satisfaction, and retention.Commitment to our purpose of strengthening human connections and making a positive impact in people’s lives.Benefits:At Solid Systems, we’re all about strengthening our humans, and our clients, connections. Because life isn’t about the job you do. It’s about your achievements, the way you spend your time, and the legacy that you leave behind.No matter which position you might be applying for, we want to see you growing as a person, reaching your full potential, and exceeding your own expectations through a culture of connecting and building human relationships. This is why we offer benefits like:Above average annual leave.Flexible work options, including remote/hybrid work environments and the potential for flextime wherever possible.Regular compensation reviews – we reward great work!We encourage growth and learning to ensure personal & professional development through upskilling & certifications.On top of this, you’ll be working for a small dynamic company, where your work will have a real impact on our clients and the humans around you, and where there are tremendous opportunities for growth!

DESCRIPTIONAmazon's mission is to be earth's most customer-centric company. We work towards a single goal: to ensure the best experience for our customers. To achieve this, Amazon Payment Operations is looking for a Program Manager who will work with Internal Payments, and external banking partners (Schemes, Banks, acquirers etc.) for increasing payment acceptance. The principle responsibility of this PM is to influence internal, and external stakeholders for increasing payment success rate. To do so, this role monitors and analyzes payment success rates across the payment network and supports internal product, and tech teams for driving improvements. This role is vital for fostering partnerships with external stakeholders; top banks, acquirers, and schemes, and generates insights by specific BIN/Card Type/ Payment brand with the single objective of increasing payment success rate, thereby driving business value. This PM will also assess third party payment partners and manage the operational relationship with them, thereby advocating for improved customer experience, and system availability. Key job responsibilitiesPartnership Program Manager will create a joint roadmap with Payment Partners in South Africa for a) increasing payment acceptance and b) fund flow as per agreed SLA(s). This role is required to serve as a hands-on analyst, resolving escalations and managing Payments' partners and internal clients. He /She will combine a strategic mindset with a masterful analytics ability at advocating and delivering cross-functional change to improve experience for our customers. The ideal candidate is a motivated self-starter that can work independently in a fast-paced, ambiguous environment with limited supervision. He or she must be a fast learner, who can quickly absorb the nuances of Amazon's varied payment offerings, as well as the behavior of Amazon's internal systems. He or she will be analytical in their decision-making, with a demonstrated ability to drive issues to completion. Experience in the payments industry or prepaid card industry is preferred.This position will be based in Cape Town, South Africa.We are open to hiring candidates to work out of one of the following locations:Cape Town, ZAFBASIC QUALIFICATIONS- 3+ years in payments or program management experience driving medium to large sized projects.- 3+ years of relevant program or project management experience with a proven track record in working with internal, external, tech and non-tech stakeholders to deliver meaningful business outcome.- Excellent critical thinking and judgement. Ability to think strategically while staying on top of tactical execution.- Experience managing external relationships with schemes (VISA/MasterCard) and Banks.- Must have data-driven decision-making and deep dive skills, including Excel and SQL.- Experience identifying and resolving complex issues, will take initiative even under ambiguous circumstances. Solid sense of accountability and sound personal judgement.PREFERRED QUALIFICATIONS- MBA or Master's degree in computer science.- Experience in financial services, eCommerce, technology, and/or customer service operations- Superior analytical and quantitative skills; experience using data and metrics to test theories, confirm assumptions, and measure success.Amazon is an equal opportunities employer, and we value your passion to discover, invent, simplify and build. We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion or belief. Amazon is strongly committed to diversity within its community and especially welcomes applications from South African citizens who are members of designated groups who may contribute to Employment Equity within the workplace and the further diversification of ideas. In this regard, the relevant laws and principles associated with Employment Equity will be considered when appointing potential candidates. We are required by law to verify your ability to work lawfully in South Africa. Amazon requires that you submit a copy of either your identity document or your passport and any applicable work permit if you are a foreign national, along with an updated curriculum vitae.