Customer Support Agent

7 months ago

Cape Town, South Africa Yoco Full time

**Who we are**:
Yoco was founded in 2015 and now processes over US$2 billion annually. We’re the payments provider for over 200 000 self-employed, and opening commerce for all. We’re breaking down barriers and unlocking economic opportunities that enable people to thrive.

We have over 350 team members globally, operating across international markets, all with a bias for boldness, and a passion for simple, progressive solutions. We believe in uniting different people to solve hard problems together.

Our mission of making society more equal takes a variety of people, with different backgrounds and points of view, so we can keep building solutions that work for and include everyone.

Yoco is growing, and as we grow we have compelling challenges ahead of us.

Growing means we’re enabling more self-employed people and businesses to thrive every day. It also means that ambitious problem-solvers with big ideas are challenged, stimulated and will thrive at Yoco.

We don’t stop pushing, we break things to rebuild, we challenge ourselves and each other. We’re constantly evolving — and we’re doing it fast.

Grow With Us.

**About the** Customer Support** **team**:
The Customer Support team is committed to providing an outstanding customer experience. In your role as a Customer Support Consultant, you will be empowered to help our customers with some of their most complex concerns. Your job is not only to help our customers with the issues they encounter, but to help us learn as a company from each interaction, so that we can make our customers’ experience of our products as seamless and delightful as possible.

As a Customer Support Consultant, you'll be the company's emissary and will use your exceptional empathy and product expertise to ensure our customers feel understood and, most of all, valued. Your energy will be focused on handling customer queries efficiently and effectively, seeking an opportunity to improve customer trust and experience. Self-starters who spot, solve problems and see ways to improve our customers’ experience at scale thrive at Yoco - and you'll have a significant role to play when acting as the voice of our customers.

At Yoco, Customer Centricity is at the core of our DNA: everything we do is centred around our customers. Providing a quality customer experience is at the heart of everything we do. It starts with a simple sign up process, which gets our merchants up and running seamlessly. What comes next, is all about keeping our merchants delighted throughout our partnership and their business’s growth.

**About the role**:

- Serve customers by providing required information, resolving product and service problems, all while demonstrating a willingness to go the extra mile.
- Guide our customers, by providing appropriate solutions and alternatives within the service level agreement, and follow up to ensure satisfactory resolution.
- Build and nurture sustainable relationships of trust through open and interactive communication with Yoco customers.
- Co-create with the Customer Support squad lead/manager on systems and processes to make sure that fantastic customer support is consistently delivered.
- Continuously educate the organisation on our customers’ pain points and needs (Be the voice of our customer).
- Meet personal/customer support targets (KPI’s) as set by the Customer Support Manager

**Additional**:

- Mentor junior consultants through a buddy system in order to fast track their development
- Managing and resolving escalation channels directly impacting the successful outcome of customer support queries.
- To stay abreast of all product updates and internal processes/systems in order to facilitate a seamless transition
- Meet all training requirements and QA expectations as set by management
- Support the teams over weekends should team lead not be available

**About you**:
Proven track record of customer support experience (preferably in a fast-paced Fin-tech or international company). A degree or special qualification will help to distinguish you from other applicants.
- Effective communication and customer relations skills, with the ability to develop and nurture relationships on all platforms used in support
- Ability to work independently and demonstrate rigorous time management.
- Ability to learn quickly, and fast become an expert in Yoco’s product offering and customer needs.
- Must be proactive, detail oriented, and demonstrate resilience under pressure.
- Be solution driven and a self starter
- Ability to remain calm and perform well in high-stress moments.
- Be tech savvy, and have a working knowledge of operating CRM databases and other business tools, such as Salesforce, Natterbox and MessageBird

**Bonus competencies**:

- 1+ years + of work experience as a customer support consultant
- Flexibility to work rotating shifts which include weekends and public holidays
- Have a postgraduate qualification

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