Customer Support Agent at Yoco

About the Customer Support team

The Customer Support team is committed to providing an outstanding customer experience. In your role as a Customer Support Consultant, you will be empowered to help our customers with some of their most complex concerns. Your job is not only to help our customers with the issues they encounter, but to help us learn as a company from each interaction, so that we can make our customers’ experience of our products as seamless and delightful as possible.

As a Customer Support Consultant, you'll be the company's emissary and will use your exceptional empathy and product expertise to ensure our customers feel understood and, most of all, valued. Your energy will be focused on handling customer queries efficiently and effectively, seeking an opportunity to improve customer trust and experience. Self-starters who spot, solve problems and see ways to improve our customers’ experience at scale thrive at Yoco - and you'll have a significant role to play when acting as the voice of our customers.

At Yoco, Customer Centricity is at the core of our DNA: everything we do is centred around our customers. Providing a quality customer experience is at the heart of everything we do. It starts with a simple sign up process, which gets our merchants up and running seamlessly. What comes next, is all about keeping our merchants delighted throughout our partnership and their business’s growth.

About the role

• Managing and resolving daily customer support inquiries via phone, email, web, in-app chats, and social media platforms.
• Serve customers by providing required information, resolving product and service problems, all while demonstrating a willingness to go the extra mile.
• Guide our customers, by providing appropriate solutions and alternatives within the service level agreement, and follow up to ensure satisfactory resolution.
• Build and nurture sustainable relationships of trust through open and interactive communication with Yoco customers.
• Co-create with the Customer Support squad lead/manager on systems and processes to make sure that fantastic customer support is consistently delivered.
• Continuously educate the organisation on our customers’ pain points and needs (Be the voice of our customer).
• Meet personal/customer support targets (KPI’s) as set by the Customer Support Manager

Additional:

• Mentor junior consultants through a buddy system in order to fast track their development
• Managing and resolving escalation channels directly impacting the successful outcome of customer support queries.
• To stay abreast of all product updates and internal processes/systems in order to facilitate a seamless transition
• Meet all training requirements and QA expectations as set by management
• Support the teams over weekends should team lead not be available

About you

• Proven track record of customer support experience (preferably in a fast-paced Fin-tech or international company). A degree or special qualification will help to distinguish you from other applicants.
• Effective communication and customer relations skills, with the ability to develop and nurture relationships on all platforms used in support
• Ability to work independently and demonstrate rigorous time management. 
• Ability to learn quickly, and fast become an expert in Yoco’s product offering and customer needs.
• Must be proactive, detail oriented, and demonstrate resilience under pressure. 
• Be solution driven and a self starter
• Ability to remain calm and perform well in high-stress moments.
• Be tech savvy, and have a working knowledge of operating CRM databases and other business tools, such as Salesforce, Natterbox and MessageBird

Bonus competencies:

• 1+ years + of work experience as a customer support consultant
• Flexibility to work rotating shifts which include weekends and public holidays
• Have a postgraduate qualification