We are a diverse team of more than 500 people.
We bring the experience and know-how from building successful and innovative payment companies and the energy from a group that is always learning and seeking to be better.
Read more about this company
Reporting to the Consumer Support Manager, the successful candidate will be a key addition to our Cape Town based service desk team. This role focuses on delivering world class customer support at speed. The right person will have customer support experience, be restless for improvement, and someone who enjoys working within a dynamic customer focused and fast paced environment.
This role is ideal for someone who wants a broad and wide reaching support role, requiring both technical expertise, good communication skills and a proven ability to multi-task to achieve several deadlines simultaneously. The preferred candidate will be experienced, able to adapt to change, and someone who enjoys working with in a dynamic fast paced environment. This role will suit someone with a strong work ethic and strategic mindset, who is looking to make an immediate impact on an exciting growth-stage company.
Your Mission
Ensure that tickets logged are correctly categorised, at the appropriate level to allow detailed data analysis that will be used to identify possible problems.
Ensure that assigned tickets are attended to and resolved within contracted SLA's and meet the standard set for quality of service.
Ensure internal and external ticket communication is performed in a professional and timely manner.
Escalate incidents/issues timely and accurately.
Support Knowledge sharing / documentation creation within the department.
Consistently live out, act, work and exhibit behaviours aligned to and congruent with company values
Serve our Yoyo customers in a professional manner
Take ownership of issues raised by our customers and see problems through to resolution.
Escalate feedback from our customers to relevant teams (Product, Engineers) to constantly improve our offerings and anticipate future queries.
Contribute to project and process streamlining under the guidance of the Customer Experience Manager.
Your Story
The customer is the focal point of all decisions
Strong understanding of IT systems
Knowledge of Zendesk or similar ticketing service desks.
Strong proficiency in Excel
Ability to manage competing timelines and priorities
Excellent analytical and communication skills (both written and oral)
Hard working and self-motivated
Strong problem-solving skills and attention to detail
Ability to work in a fast paced and challenging environment
Adaptability, creativity and innovation, initiative, resilience, consideration, analytical and intuitive
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