Campaign Support Agent at Yoyo

Job Description

You will be responsible for providing stellar support to Yoyo retailers and account managers, troubleshooting any issues to internal stakeholders and setting up loyalty campaigns and user communications on behalf of our customers. You will be interacting with the customers themselves, as well as third party stakeholders.

Responsibilities

• Set up loyalty campaigns and user communications on behalf of our customers.

• Liaise with internal stakeholders, including Account Managers on how best to address any campaign related queries.

• Interact with Yoyo customers and third parties in a professional manner.

• Follow standard processes for campaign configuration and maintenance – ensuring controls and checks are adhered to.

• Provide support to Yoyo retailers within standard SLAs and KPIs (including First Reply Time and Customer Satisfaction).

• Take ownership of issues raised by our customers and see problems through to resolution.

• Ensure that campaign tickets are categorised and tagged accordingly to allow accurate reporting.

• Liaise and work with the Product and Engineering teams to ensure a quick resolution to campaign related technical issues.

• Escalate feedback from our customers to relevant teams (Product, Engineers) to improve our offering and anticipate future queries/campaigns.

• Contribute to project and process streamlining under the guidance of the Customer Experience Manager.

• Consistently live out, act, work and exhibit behaviours aligned to and congruent with company values.

Knowledge, Skills & Aptitudes

• Strong understanding of IT systems

• Knowledge of Zendesk or similar ticketing systems

• Strong proficiency in Excel

• Ability to manage competing timelines and priorities

• Excellent writing skills

• Hard worker and self-motivated

• Strong problem solving skills and attention to detail

• Able to work in a fast paced and challenging environment

• Adaptability, creativity and innovation, initiative, resilience, consideration, strategic, analytical and intuitive

Additional Information

Company Values:

• Be extremely customer centric: In everything we do, serve and delight our customers, using data to continuously improve.

• Be a passionate team player: Spiral up, be positive, bring momentum, and energy to those around you, leave ego at the door and be teachable.

• Be an owner: Be accountable and take responsibility. Find solutions, learn from your mistakes and own tasks to completion.

• Be world-class at speed: Delivering world leading solutions that delight our clients and customers.

• Be curious and creative: Constantly innovating, exploring, learning, stretching ourselves, pushing the boundaries and thinking out of the box.