Payfuture

Role 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. - 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 Qualifications - Aligned with our values of Belief, Positivity, Accountability & Ownership, Speed and Execution - 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 - Track record of over-achieving quota - Customer orientation and the ability to adapt/respond to different types of characters - Excellent communication and analytical skills - Ability to multi-task, prioritise, and manage time effectively - 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 Benefits - 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 Company Description 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 - 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!