Consumer Support Agent

7 days ago

Cape Town, South Africa SaltPay Full time

**About us**
We believe that local businesses are essential to any growing society. 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. With over 2,000 employees in 15 offices across 20 countries, our footprint keeps on growing. We are fully dedicated to serving more than 100,000 merchants across our network.

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, self-awareness, 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;

**Your Team**

**Your Mission**
- Ensure that tickets logged are correctly categorised, at the appropriate level to allow detailed data analysis that will be used to identify possible problems.
- Ensure that assigned tickets are attended to and resolved within contracted SLA's and meet the standard set for quality of service.
- Ensure internal and external ticket communication is performed in a professional and timely manner.
- Escalate incidents/issues timely and accurately.
- Support Knowledge sharing / documentation creation within the department.
- Consistently live out, act, work and exhibit behaviours aligned to and congruent with company values
- Serve our Yoyo customers in a professional manner
- Take ownership of issues raised by our customers and see problems through to resolution.
- Escalate feedback from our customers to relevant teams (Product, Engineers) to constantly improve our offerings and anticipate future queries.
- Contribute to project and process streamlining under the guidance of the Customer Experience Manager.

**Your Story**
- The customer is the focal point of all decisions
- Strong understanding of IT systems
- Knowledge of Zendesk or similar ticketing service desks.
- Strong proficiency in Excel
- Ability to manage competing timelines and priorities
- Excellent analytical and communication skills (both written and oral)
- Hard working and self-motivated
- Strong problem-solving skills and attention to detail
- Ability to work in a fast paced and challenging environment
- Adaptability, creativity and innovation, initiative, resilience, consideration, analytical and intuitive

**The Perks**
- Hybrid working;
- Competitive salary and enrolment in the Universal SaltPay Stock Option Plan (USSOP) from your first day. The USSOP gives all employees the chance to be fellow company owners;
- Friendly, comfortable and informal office environment
- Our company 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 - our team 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.

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