The core mission of the Operation Support Associate is to provide helpful information, answer questions, and respond to client's complaints. The main goal is to act as a frontline and offers proactive assistance to the customer in a timely manner.
Requirements
- Responding promptly to client inquiries
- Communicating with clients through various channels
- Acknowledging and resolving client's complaints
- Possessing a thorough knowledge of our products
- Documenting all client's interactions, transactions, comments and complaints according to standard operating procedures
- Communicating and coordinating with colleagues as necessary
- Escalating concerns through known escalation paths
- Providing feedback on the efficiency of the client service process
- Ensure client satisfaction and provide professional client support
- Assist with merchant technical integration
- Take an active part in the monitoring of day-to-day operations
You will be a good fit if you:
- Are aligned with our values of Belief, Positivity, Accountability & Ownership, Speed and Execution
- Have Proven customer support experience or experience as a client service representative
- At least 1 year of Customer Service Experience for English-speaking businesses/clients/customers, preferably in e-commerce or similar businesses
- Have a track record of over-achieving quota
- Have customer orientation and the ability to adapt/respond to different types of characters
- Possess excellent communication and analytical skills
- Have the ability to multi-task, prioritise, and manage time effectively
- Are knowledgeable/proficient in using spreadsheets (preferred)
- Strong e-commerce or PSP customer service background
- Experience in using MS Office, G-Suite, Zendesk or similar tools
- Genuine care for customers & clients
- Outstanding written and verbal communication skills, email and chat etiquette
- Proactive personality and self-motivated
- Initiative-led with the ability to multi-task and be detail-oriented in a fast-paced environment
- Proven to be organized, methodical and rigorous
- Strong computer skills in eCommerce/PSP applications and the ability to learn new applications quickly
- Team player, able to develop great relations with co-workers and stakeholders (externally & internally)
- Willingness to work on shift schedules
As a Valuable Payfuture Partner, you will:
- Receive a competitive salary
- Be enrolled on our Employee Share Option Scheme
- Get the opportunity to be part of a rapidly growing business, providing an unrivalled opportunity to develop your skillset
- Be part of a collaborative, values-led team that is working hard to revolutionise payments in emerging markets
- Receive additional benefits as we grow
Our Hiring Process:
- Our hiring process is designed to be agile and a candidate who's applying for the Operations Support Assocaite will go through the following steps:
- We review applications to screen for a variety of criteria
- A quick chat with one of our Recruiters to get to know you a little better
- An assessment round
- An interview with our Assistant Operations Manager, learning more about your technical and team experiences
- We make you the Offer!
