Customer experience supervisor

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R 300000 ZA Per annum

Pay Joy is a mission-driven company dedicated to helping a billion people around the world step into the modern financial system for the first time and supporting them on a path to financial success. Founded in 2015, Pay Joy’s “secret sauce” technology turns a smartphone into collateral to jumpstart unbanked consumers into the credit system. We reached profitability in 2020, reaching 8 million happy customers and over a billion dollars of sales in 2023. This Role As a Customer and Clerk Experience (CX) Lead for Pay Joy Philippines, this position will deliver exceptional experiences to Pay Joy’s customers and clerks in the Philippines. The hired Lead will also have a huge opportunity to build Pay Joy’s CX environments. The main goals of this role are to be Pay Joy’s subject matter expert, enhance our customer's and clerks’ overall satisfaction, troubleshoot frequent issues, and cater to their inquiries. In this role, they will monitor and improve customer and clerk support metrics (e.g. average handle time, first reply time, customer and clerk satisfaction, etc). Additionally, they will forge strong alliances with the Operations Manager in the Philippines and other customer and clerk support team members from other Pay Joy-operating countries, ensuring they perform according to local expectations. This role will follow standardization of Pay Joy global customer and clerk support metrics and initiatives (e.g. aligning a common cross-country approach for customer and clerk support agent quality assurance ratings), seek for optimization of resources (e.g. creating guidance documents from the tools we are using), and managing reporting tasks. This role will be instrumental in the newly launched operations. Responsibilities Takes customer and clerk interactions via omnichannel platforms (voice/email/chat). Act as a subject matter expert regarding specific issues and concerns about Pay Joy loan applications. Provide accurate, valid, and complete information by using the right methods/tools. Handle customer complaints, provide appropriate solutions/troubleshooting and alternatives within the service level agreement (SLA), and follow up to ensure the resolution of concerns. Handle clerk inquiries, troubleshoot them, report, and work with the appropriate team members to resolve the issues (if any). Work with Fraud team members to diligently file fraud indications report from the clerks. Provide a weekly report (during a meeting or through a template) and recommendations for better customer experience. Requirements Aligned with Pay Joy’s principles. Bachelor’s degree or equivalent. Minimum of 1 (one) year of working in Customer Experience. Robust knowledge of the Know-Your-Customer (KYC) process in the financing industry and requirements in the Philippines. Must be detail and process-oriented, and have experience working with robust SLAs. Excellent verbal and written communication in English and Tagalog. Comfortable working on Google Suite (Sheet, Docs, Slides, etc) / Microsoft Excel, and analytics. Reliable/strong internet connection (if working from home). Willing to work in the Philippines time zone in different shifts since the operational hours will follow the store’s operational hours. Self-orientation, drive, and ability to communicate clearly and persuasively to customers and different members of our team, both in the Philippines, South Africa, Latin America, and the United States. Previous technical experience is a plus.$2,000 USD annual Professional Development Perk$500 USD annual Fitness Perk Pay Joy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed Apply for Customer Experience Supervisor Resume/CV* Demographic Survey for Pay Joy We invite you to complete this optional survey to help us evaluate our diversity and inclusion efforts. Submission of the information on this form is strictly voluntary and refusal to provide it will not subject you to any adverse treatment or affect your job application. Information obtained will be kept separate from your name or job application. This information will be kept secure and confidential and will be used solely to evaluate our diversity and inclusion efforts. Demographic Survey for Pay Joy We invite you to complete this optional survey to help us evaluate our diversity and inclusion efforts. Submission of the information on this form is strictly voluntary and refusal to provide it will not subject you to any adverse treatment or affect your job application. Information obtained will be kept separate from your name or job application. This information will be kept secure and confidential and will be used solely to evaluate our diversity and inclusion efforts. What gender do you identify as? Male Female Non-binary Prefer not to respond

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