Account Manager

• Analyse customers transactional processing and devise strategies to maximise and optimise collections

CORE RESPONSIBILITIES:

Face to Face Visits

• Develop call cycle planning;
• Make the required travel arrangements and accommodation bookings;
• Visit all assigned within specified call cycle period;
• Build strong relationships with all customers;
• Obtain site visit signatures on all visits completed;
• Install products and equipment at the client site and train the client on the use thereof, as and when required;
• Provide clients with in-depth training.

Statistical Analysis

• Perform statistical analysis on all clients processing to identify areas of improvement and growth;
• Present statistical analysis to all clients;
• Provide improvement recommendations / ideas to clients based on statistical analysis performed;
• Monitor client performance to identify trends and track improvements;
• Advise merchants of trends identified;
• Identify possible fraud risks and/or misconduct associated with clients' business practices and report these to the relevant manager;
• Inform client of any trends identified with client staff where it is possibly negatively affected client overall performance;
• Conduct bank reconciliations and analysis as required.

Stock Control

• Assist with the tracking of stock on site level;
• Assist clients with the ordering of required stock (as and when required);
• Assist with the recovery of stock at sites (as and when required);
• Ensure that NuPay equipment is properly maintained on site level;
• Identify opportunities to offer value-added services to clients and implement those services, as and when required;
• Identify opportunities to improve the clients' service offerings and sell where possible, tailor-made products and solutions to the client;
• Prepare sales documents and guide the client through the completion thereof and submit for processing as per the timeframes detailed in the product service level agreement.

Query Resolution

• Log queries raised by clients with the company's second line support function and keep clients informed of progress regarding the queries raised. Close the query on the system, once resolved;
• Keep client data and site visit information up to date on company systems daily;
• On the first day of every month, submit a monthly report to the Regional Manager;
• On the first day of every month, submit all expense claims and reconciliations thereof, to the Regional Manager;
• Through consulting and support services as well as sales activities, achieve monthly and annual financial targets.

Personal Development

• Keep clients and colleagues informed and updated on payments industry and all applicable legislative requirements and changes, as and when required;
• Keep up to date on all product, system, industry, and legislative changes;
• Complete the actions detailed in your personal development plan as per company policy, successfully.

COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

• ACS Field Services;
• NuPay Central Admin;
• Business Support;
• Marketing Department;
• Development Team;
• Reception;
• Finance.

Reasons for Interaction:

• Support services for terminals in field;
• Support services for sales applications;
• Sales Leads and Assistance;
• Telephonic support to Account Manager clients;
• 2nd Line Query Resolution Support;
• Client Billing and Settlement query resolution;
• Client marketing related material and functions;
• UX ideas and escalated query resolution;
• Accommodation Bookings;
• Financial Payments / Refunds.

External:

• NuPay Merchants;

Reasons for Interaction:

• Visiting Merchants;
• Collection / Delivery of NuPay Terminals.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Matric;

Professional Qualifications:

• B-Com Degree / Diploma (Preferred);

Years of Experience:

• Minimum 2 Year Experience in a Customer Service / Account Management Role;

Other requirements:

• Bilingual in English and Afrikaans;
• Fluency in English is mandatory;
• Strong oral and written communications skills;
• Working experience on MS products (Excel, Word, Powerpoint and Outlook);
• Organisational and prioritisation skills;
• Knowledge of the micro finance industry and some working experience in this industry is preferred;
• Technology and system savvy;
• Analytical skills;
• Ability to maintain supreme levels of ethical behaviour and confidentiality;
• Ability to identify opportunities for improvement;
• Advanced MS Excel skills - Knowledge on V:lookups, H:lookups, Pivot Tables and IF formulas (short courses attended);
• SQL – Must be skilled in database analysis through SQL query writing. 2 years experience required;
• Execute select and where clauses, Inner join statements, Union all statements, Group by statements, Sum, distinct, count and convert clauses;
• Power BI - Skilled in report writing and database enquiries to write reports within Power BI. 2 years experience required;
• Compiling of dashboards.

About Us

Altron combines technical expertise with in-depth customer understanding to provide highly differentiated technology solutions that assist our customers to digitally transform.

Founded in 1965, Altron has a direct presence in South Africa, the Middle East and Australia. In addition, the group’s strategic partnerships with leading international technology companies gives it access to leading technology capabilities.

Most of the group’s revenue and headcount is derived from the local market in South Africa, where Altron is headquartered. The group’s primary focus is in providing innovative solutions, across a range of verticals, that have a meaningful impact on society by addressing challenges facing communities in South Africa and beyond.