Consumer Support Agent

2 weeks ago

Cape Town, 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, 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;

We are looking for passionate and skilled individuals to join our Customer Experience team, located in Cape Town, South Africa. The position reports directly to the Customer Experience Manager and entails providing exceptional support to customers, proactively resolving issues and escalation to relevant teams or the Team Manager. You will be interacting with stakeholders across different teams, including Product and Engineering, while championing the voice of consumers throughout the company.

**Responsibilities**
- Respond to a high volume of tickets raised by consumers via our support ticketing system, in a timely and professional manner.
- Follow Standard Operating Procedures for escalating unresolved issues to the appropriate internal teams and drive to completion.
- Liaise with the Product Engineering teams to ensure a quick resolution to technical issues.
- Ensure that analysis for manual reporting is completed accurately and timely.
- Take ownership of customer issues reported and see through to resolution.
- Work cross-functionally to find solutions to issues experienced by our users.
- Adhere to standard SLAs and KPIs when handling tickets (including Customer Satisfaction, First Reply Time etc.).
- Ensure proper recording, prioritisation, classification and closure of all issues through the JIRA helpdesk system. Details captured should allow for detailed data analysis that will be used to identify possible problems.
- Raise feedback to relevant teams to improve the user experience.
- Escalate all relevant incidents in a timely and accurate fashion.
- Manage all support channels, including NPS and app reviews.

**Experience and qualifications**
- Experience gained in B2C support as Customer Support Agents / Associates
- Tech savvy and good understanding of mobile app technology
- Experience with Zendesk (or similar ticketing systems)
- Excellent writing skills
- A strong passion for customer satisfaction and providing a user-friendly customer support experience
- Proactive and able to take initiative
- Hard-working and self-motivated
- Strong problem solving skills and attention to detail
- Ability to manage competing timelines and priorities
- Able to work in a fast-paced and challenging environment
- Able to work collaboratively in a team environment, as well as independently
- Ability to use SQL is an asset, but not essential
- Proficiency with Excel advantageous
- 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 an

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