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Partner Support Agent

4 months ago

Cape Town, Western Cape, South Africa SaltPay Full time

About SaltPay
We believe that local businesses are essential to any growing society.

SaltPay was founded in 2019 to create affordable, fast and secure payments and software solutions to help small and medium-sized businesses manage and grow their operations better.

Taken for granted by banks and traditional service providers, small businesses have especially struggled to get access to the financial services and software they need.

We exist to improve their lives and to help them grow by building products that serve their needs, or integrating with the best solutions we find in the marketplace.

We're outcome-driven entrepreneurs who emphasise energy over experience. Our number one priority is to deliver solutions that will allow our local businesses to thrive. Connecting and collaborating with a diverse group of talented teammates in an inclusive environment helps us achieve different results. We learn from each other every day, doing whatever is necessary to deliver the best outcomes for our customers. SaltPay is home to over 2,000 employees in 15 offices across 20 countries, and our footprint keeps on growing. We are fully dedicated to serving more than 100,000 merchants across our network.

To be a Salter
These are some of the core principles of our culture:

  • You like to work towards honest, inspiring, and challenging objectives;
  • You want to create a tangible impact on the business;
  • You have a competitive mindset and work to achieve the best possible outcomes;
  • Kindness, humility, selfawareness, and candour are all part of your DNA;
  • You are not afraid of taking risks, and you feel empowered by extreme ownership;
  • You prioritise the team's success rather than your own;
  • You're always striving to become a better version of yourself;
  • Problems are learning opportunities;
  • You're a dreamer, a thinker, and a doer all in one;

Job Summary


You will be responsible for providing stellar support to Yoyo merchants, troubleshooting any issues to internal stakeholders and setting up loyalty campaigns and user communications on behalf of our merchants.

You will interact with the merchants themselves, as well as third party stakeholders, including EPOS companies.

Responsibilities

  • Provide support to Yoyo merchants within standard SLAs and KPIs (including First Reply Time and Merchant Satisfaction)
  • Liaise with internal stakeholders, including Account Directors on how best to handle an issue or a question
  • Interact with Yoyo merchants in a professional manner, as well as third parties, including EPOS companies
  • Follow standard processes for problem resolution and escalation ensuring controls and checks are adhered tor
  • Take ownership of issues raised by our merchants and see problems through to resolution
  • Set up loyalty campaigns and user communications on behalf of our merchants
  • Ensure that tickets are categorised and tagged accordingly to allow accurate reporting
  • Liaise and work with the Product and Engineering teams to ensure a quick resolution to technical issues
  • Escalate feedback from our merchants to relevant teams (Product, Engineers) to improve our offering and anticipate future queries
  • Contribute to project and process streamlining under the guidance of the Customer Experience Manager
  • Consistently live out, act, work and exhibit behaviours aligned to and congruent with company values

Knowledge, Skills & Aptitudes

  • Strong understanding of IT systems
  • Knowledge of Zendesk or similar ticketing systems
  • Strong proficiency in Excel
  • Ability to manage competing timelines and priorities
  • Excellent writing skills
  • Hard work and selfmotivated
  • Strong problem solving skills and attention to detail
  • Able to work in a fast paced and challenging environment
  • Adaptability, creativity and innovation, initiative, resilience, consideration, strategic, analytical and intuitive
  • SaltPay is a place for people who can challenge the status quo. People who believe they can make a difference in the world by participating in a business model designed to create a more balanced and fair market. More than experience, we believe in potential and that a human's learning ability is limitless. As long as you have the right mindset, can live by our values and that you genuinely want to learn and develop your skills and knowledge, then we have the career challenge you've been looking for right here. We pledge to put our people first, and above everything else, to create a challenging opportunity that will foster personal growth._
  • We're citizens of the world
  • SaltPay is an open and safe space for everyone, regardless of their story._
**Please note that all supporting documents such as CV's must be in English.