Clerk Support Representative - 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 serving business partners to address and resolve issues they have with end customers in order to retain them and grow the business.

Key Responsibilities

• Perform interactions with customers/stores through omnichannel platforms (Voice - email - chat) to resolve queries and technical problems related to the use of the application and the platform for credit evaluation and after-sales service, providing clear and fast responses in real time.
• Record, in a detailed and updated manner, the problems and solutions provided to the stores, to have a clear history that facilitates the monitoring and continuous improvement of the service.
• Identify and propose improvements in internal processes and sales and after-sales support. Implement changes to increase efficiency and quality of service.
• Maintain clear and constant communication with stores, to ensure that they are informed about updates and changes in procedures.
• Store satisfaction: Conduct surveys and collect feedback from stores on the service received.

Qualifications & Requirements

• Technical or university studies in related areas such as Business Administration, Communications or similar.
• Basic knowledge of Microsoft Office tools and Google Suite.
• Previous experience in customer service or support, preferably in the sales or financial sector, of 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) preferably Zendesk, in financial services or technology is desirable.

Benefits

• Health Insurance
• Life insurance
• Pension Fund
• Vacations 20 days
• $2,000 USD annual Coworking Travel Perk
• $2,000 USD annual Professional Development Perk
• $500 USD annual Fitness Perk
• $500 USD Phone Finance allowance
• $250 USD Home Office equipment allowance
• $200 USD Headphone allowance