Openings at Yoyo

Job Description

We are looking for passionate and skilled individuals to join our Customer Experience team, located in Cape Town, South Africa. The position reports directly to the Customer Experience Manager and entails providing exceptional support to customers, proactively resolving issues and escalation to relevant teams or the Team Manager. You will be interacting with stakeholders across different teams, including Product and Engineering, while championing the voice of consumers throughout the company.

Responsibilities

• Respond to a high volume of tickets raised by consumers via our support ticketing system, in a timely and professional manner.
• Follow Standard Operating Procedures for escalating unresolved issues to the appropriate internal teams and drive to completion.
• Liaise with the Product Engineering teams to ensure a quick resolution to technical issues.
• Ensure that analysis for manual reporting is completed accurately and timely.
• Take ownership of customer issues reported and see through to resolution.
• Work cross-functionally to find solutions to issues experienced by our users.
• Adhere to standard SLAs and KPIs when handling tickets (including Customer Satisfaction, First Reply Time etc.).
• Ensure proper recording, prioritisation, classification and closure of all issues through the JIRA helpdesk system. Details captured should allow for detailed data analysis that will be used to identify possible problems.
• Raise feedback to relevant teams to improve the user experience.
• Escalate all relevant incidents in a timely and accurate fashion.
• Manage all support channels, including NPS and app reviews.

Experience And Qualifications

• Experience gained in B2C support as Customer Support Agents / Associates
• Tech savvy and good understanding of mobile app technology
• Experience with Zendesk (or similar ticketing systems)
• Excellent writing skills
• A strong passion for customer satisfaction and providing a user-friendly customer support experience
• Proactive and able to take initiative
• Hard-working and self-motivated
• Strong problem solving skills and attention to detail
• Ability to manage competing timelines and priorities
• Able to work in a fast-paced and challenging environment
• Able to work collaboratively in a team environment, as well as independently
• Ability to use SQL is an asset, but not essential
• Proficiency with Excel advantageous

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Job Description

Yoyo strives to deliver world-class customer support at speed. This requires motivated, detail-orientated and driven Technical Support Agents to perform the below tasks:

• Ensure all 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.
• Ensure internal and external ticket communication is performed in a professional and timely manner.
• Escalate incidents / issues timely and accurately.
• Ensure that analysis for manual reporting is accurate and done timely.
• Answer telephone calls and log related tickets to the Service Desk.
• Support Knowledge sharing / documentation creation within the department.
• Actively engage in knowledge sharing with DevOps / Product teams.
• 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 work and self-motivated
• Strong problem-solving skills and attention to detail
• Able to work in a fast paced and challenging environment
• Ability to use SQL is an asset, although not essential
• Adaptability, creativity and innovation, initiative, strategic, analytical and intuitive

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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 & 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