Customer Experience Agent for SnapScan | Remote SA (FREE APPLE MAC BOOK)

About the job

We are looking for an awesome Customer Experience (CX) Agent to join our team.

You’ll be working with the rest of our small but dynamic CX and Operations teams, answering phone calls and email queries from our fast-growing merchant and user network.

This is a great opportunity to join a small, dynamic company on a mission to financially empower SMEs. It also provides great exposure to operations and compliance work and the opportunity to learn more about these functions.

You’ll need to be ready and able to serve as product cheerleaders and problem solvers to our customer base. We take quick, efficient and friendly service very seriously, and expect you to do the same.

We’ve outlined what the position entails and what we’re looking for below, but bear in mind that this is a very fluid and dynamic environment with a constantly changing set of challenges and opportunities.

This job may be for you if:

• You are a friendly person with a positive attitude who enjoys helping others.
• You are relentless in your customer focus
• You are self-motivated and don’t need to be directly managed
• You enjoy solving problems and you are able to work well within a complex environment
• You are a proactive critical thinker
• You can multitask without compromising the quality of your work
• You are organised, accurate and process-driven in how you get things done
• You relate well to people and easily establish good working relationships across all functions, working collaboratively and independently.
• You’re level-headed and cool under pressure. When things change, you know how to roll with the punches.
• You are emotionally intelligent
• You have good verbal and written communication skills and a friendly telephone manner
• You are technically inclined and comfortable learning new systems
• Basically, you will blow us away with your work ethic, passion, your integrity, your attitude and your energy!

What you will do:

• Answer customer queries via several incoming channels, including phone calls, email and social media platforms.
• Develop and implement standard procedures for query handling in conjunction with the rest of the CX Team to ensure consistent, quality service – including the creation of documentation, canned responses, etc.
• Assist in identifying recurring queries that require alternative solutions (e.g. improved messaging/ user education on the SnapScan website, setting up and proactively monitoring certain error notifications etc.)
• You’ll need to demonstrate a broad understanding of both the merchant- and user-facing offering – we’d like all team members to be product specialists, resolving queries independently as far as possible.
• Perform technical investigations and troubleshooting in order to resolve customer queries.
• Assist with customer e-commerce integration setups, education, and support.
• Liaise with the rest of the CX and Operations teams and perform team duties where required, including identifying possible fraudulent activity on the network, screening new merchant accounts and other sales administration.

This is a full-time position. After-hours support on weekday evenings and weekends will also be required on a rotational basis.

Your are our ideal candidate if you:

• Have at least 2 years of experience in operations, customer service or a similar role
• Experience working with inbound and outbound phone calls and email
• You have the right mindset and you’re eager to learn
• You are willing and able to work remotely (we have a hybrid work model). Note that proof of a 15Mbps (upload and download) fibre line will be required.
• You are willing to work after hours and on weekends on a rotational basis.
• Bonus points for:
• A relevant bachelor’s degree or professional certification
• Industry knowledge and experience in Fintech & Payments
• Technical support experience
• Experience providing customer support on social media channels
• Ecommerce experience

The benefits of joining our team:

• A competitive salary
• 30 days of annual leave
• A medical aid contribution/fringe benefit of up to R2 000 per month
• An Apple MacBook and the necessary gear
• Flexible office/remote working – you get to choose whether you want to work remotely or from the office, depending on the importance of critical in-person meetings
• Paid undercover parking (when working from the office) or city parking reimbursement when the office parking is full
• The opportunity to be part of a great team and culture
• Lots of opportunities to learn
• Mental health days