Clerk Support Representantive

PayJoy; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

An innovative financial service provider is seeking a dedicated Employee Experience Agent to enhance clerk satisfaction and streamline service processes. In this role, you will leverage your customer service expertise to address inquiries, resolve issues, and ensure compliance with quality standards. This position offers the chance to shape a positive work environment while working with a team committed to excellence. Join a company that values diversity and fosters a culture of support and growth, making a meaningful impact in the lives of customers and employees alike.

Benefits

Health and Life Insurance

Indefinite-term contract

20 days of vacations

$2,000 USD annual Coworking Travel Perk

$2,000 USD annual Professional Development Perk

$500 USD annual Fitness Perk

$250 USD Home Office equipment allowance

$200 USD Headphone allowance

Qualifications

• Minimum of 1 year of experience in customer service required.
• Detail-oriented with strong communication skills is essential.

Responsibilities

• Deliver exceptional experiences to clerks and improve overall satisfaction.
• Act as a subject matter expert and handle customer complaints effectively.

Skills

Customer Service

Communication Skills

Problem Solving

Detail-oriented

Process-oriented

Education

Bachelor's degree or equivalent

Tools

Zendesk

Job description

About PayJoy

PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

This role

As an Employee Experience (CS) Agent, this position will deliver exceptional experiences to PayJoy clerks. The contracted agent will also have a great opportunity to create PayJoy's CS environments. The main responsibilities of this position are to be PayJoy's subject matter expert, address clerk service channels, improve the overall satisfaction of our clerks, resolve common problems during the in-store sales and after-sales processes, and respond to their queries, complying with company quality indicators.

Responsibilities

• Incorporate PayJoy principles into every process undertaken and be an exemplary ambassador for the company to delight customers and other stakeholders in every interaction.
• Engage with customers and employees through omnichannel platforms (voice/email/chat).
• Acts as a subject matter expert with respect to specific issues and concerns regarding PayJoy loan applications.
• Provide accurate, valid and complete information using appropriate methods/tools. Handle customer complaints, provide appropriate solutions/troubleshooting and alternatives within the service level agreement (SLA), and follow up to ensure resolution of concerns. Provides quality of service and knows how to work under pressure.
• Guarantee excellent KPIs. Handle employee queries, troubleshoot, report and work with appropriate team members to resolve issues (if any). Work with fraud team members to diligently file reports of indications of employee fraud.

Requirements

• Bachelor's degree or equivalent (not essential). Minimum of 1 (one) year of experience in customer service. You should be detail- and process-oriented and have experience working with strong SLAs.
• Excellent verbal and written communication; English is an advantage.
• Familiarity with Zendesk systems.
• Reliable/strong internet connection (if required for working from home). Willing to work on site in BGC and rotating shifts up to Sundays/holidays, requirement of company and partner needs.
• Keyboard agility, spelling and writing; previous technical experience will be valued.

Benefits

• Health and Life Insurance
• Indefinite-term contract
• 20 days of vacations
• $2,000 USD annual Coworking Travel Perk
• $2,000 USD annual Professional Development Perk
• $500 USD annual Fitness Perk
• $250 USD Home Office equipment allowance
• $200 USD Headphone allowance

PayJoy 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.