The Role
About PayJoy
PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.
This role
The Customer Support Representative is responsible for handling inbound and outbound interactions, phone calls, emails requests, WhatsApp chats with our final customers when they have questions or concerns, using a friendly, helpful approach.
Key Responsibilities
- Manage a large volume of inbound and outbound calls, emails, social media and chats with knowledge and efficiency Identify and address customer needs, with a goal of total satisfaction.
- Provide assistance to customers facing product or service-related technical difficulties. They troubleshoot issues, guide customers through step-by-step resolutions, or escalate complex problems to specialized teams if necessary.
- Identify opportunities to recommend additional products or services that align with customers' needs and preferences, engaging in suggestive selling techniques to increase sales revenue and enhance the customer experience.
- Take appropriate actions to resolve customer dissatisfactions or complaints professionally and empathetically; documenting and investigating issues in order to aim to retain customer satisfaction and loyalty.
- Provide insights to the management team for continuous improvement of products, services, and processes, analyzing the customer feedback from post-interaction surveys to gauge customer satisfaction levels and the customer feedback collected.
- Ensure all information is properly documented for future reference or analysis, recording customer interactions, including relevant details, in the contact center's database or customer relationship management (CRM) system.
- Maintain a high standard of service quality and professionalism during each customer interaction, adhering to company policies, procedures, and legal regulations while handling customer interactions.
- Continuously developing their skills to provide an enhanced customer experience, participating in training sessions and stay updated on product knowledge, service and industry trends.
Requirements
- Completed Technical or partially university studies in related areas such as Business Administration, Communications or similar.
- Intermediate knowledge of Microsoft Office tools and Google Suite.
- Previous experience in customer service or support, preferably in the sales or financial sector, for at least 1 year.
- Effective communication skills, ability to work in a team and handle difficult situations under pressure.
- Agility in keyboarding, spelling and writing.
- Experience in customer relationship management software (CRM),, in financial services or technology is desirable.
Benefits
- 100% Company Funded : Private Health Insurance for employee and immediate family
- 20 days vacation
- Phone finance, Headphone, home office equipment and fitness perks.
- $2,000 USD annual Co-working Travel perk
- $2,000 USD annual Professional Development perk
PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
PayJoy Principles
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening
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The Company
What We Do
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile security technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being.
Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, Colombia, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to the next billion emerging consumers.
