Job Description

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!

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