Customer Support Representative

Customer Support Representative

PayJoy is a financial services provider with a clear mission: to help underserved customers in emerging markets achieve financial stability and success. We provide credit through our patented technology that turns a smartphone into a digital collateral, and thanks to our advanced artificial intelligence, data science, and anti-fraud tools, we can offer the lowest costs and qualify the largest number of customers in the industry. As of 2024, we have provided billions of dollars in credit to more than 12 million customers while maintaining solid and sustainable long-term profitability.

The customer support representative is responsible for attending to business partners to address and resolve issues that they have with end customers in order to retain them and grow the business.

Responsibilities

• Interact with customers/stores through omnichannel platforms (voice - email - chat) to resolve queries and technical issues related to the use of the app and platform for credit evaluation and after-sales service, providing clear and quick responses in real time.
• Detailed and updated records of problems and solutions provided to stores to have a clear history that facilitates the follow-up 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 they are informed about updates and changes in procedures.
• Store satisfaction: Conduct surveys and collect feedback from stores on the service received.

Requirements

• Technical or incomplete 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, for at least 1 year.
• Effective communication skills, ability to work in a team and handle difficult situations under pressure.
• Keyboard agility, spelling and writing.
• Desirable experience in customer relationship management software (CRM) preferably Zendesk, in financial services or technology.

Benefits

• 100% health coverage for employees and immediate family members.
• Phone, headphones, home office equipment, and wellness benefits financing.
• $2,000 USD annually for coworking trips.
• $2,000 USD annually for professional development.

At PayJoy, we are proud to be an employer that promotes equal opportunities. We welcome and encourage the inclusion of people from all backgrounds. We do not discriminate on the basis of race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, protected veteran status, disability status, or any other legally protected characteristic.