Merchant Operations Representative

PayJoy; Johannesburg; On-site; USD 30,000 - 60,000; Full time

Job summary

Join a mission-driven financial service provider dedicated to empowering under-served customers in emerging markets. As a Merchant Operations Representative, you will play a crucial role in supporting our commercial team and ensuring smooth onboarding for our partners. Your responsibilities will include managing partner communications, providing technical guidance, and overseeing operational processes. This innovative firm values transparency, diversity, and work-life balance, offering a dynamic environment where your contributions will significantly impact our mission of financial inclusion. If you're driven, tech-savvy, and passionate about customer success, this role is perfect for you.

Benefits

Health Insurance

Pension Fund

20 days of vacation

Home office equipment

Fitness perks

$2,000 USD annual Co-working Travel perk

$2,000 USD annual Professional Development perk

Qualifications

• Bachelor's degree in a relevant field and over 1 year of experience in support or account management.
• Strong technology skills including MS Office and various CRM systems.

Responsibilities

• Manage partner queries and support requests while ensuring effective onboarding processes.
• Provide technical guidance and document issues for escalation to higher-level support.

Skills

Communication Skills

Problem Solving

Customer Support

Operational Coordination

Technical Guidance

Education

Bachelor's degree in Industrial Engineering

Bachelor's degree in Administration

Tools

MS Office

CRMs

SQL

Google Suite

ZOHO

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

The Merchant Operations Representative is responsible for running and maintaining processes linked with our commercial team and merchants, providing administrative support, guarantees the effective admin/merchant/clerk (partners) onboarding process, identifying potential risks in current processes, and providing insights to stakeholders.

Responsibilities

• Handle partners’ queries, support requests, and operational coordination. Act as a subject matter expert regarding specific issues and concerns raised by the partners.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Manage merchant/partner onboarding, including merchants' documentation in order and filed to facilitate the search when needed (official letters, complaints, etc.), data entry, and record-keeping.
• Provide technical guidance to the customer on using a product or service effectively and efficiently.
• Document and escalate issues they encounter with the merchant console and escalate complex issues to higher-level support personnel.
• Oversee store-related tasks, including creation, closure, and clerk management.
• Own the partner communication channel and NPS, by chats, WhatsApp, and social networks.
• Provide a weekly report (during a meeting or through a template) and recommendations for better merchant experience for the related managers.

Requirements

• Bachelor's degree in industrial engineering, administration, or a related field.
• More than 1 year of experience in support and/or account management in sectors such as telecommunications, retail, and/or finance.
• Self-orientation, drive, and ability to communicate clearly and persuasively to customers.
• Strong technology skills (MS Office, CRMs, SQL, Google Suite or Office, especially Excel, etc.) and ZOHO, Zendesk, and other CRM systems.
• Ability to communicate their ideas assertively, solve problems effectively, and maintain a constant focus on continuous improvement.

Benefits

• Health Insurance
• Pension Fund
• Vacations 20 days
• Phone finance, Headphone, home office equipment, and fitness perks.
• $2,000 USD annual Co-working Travel perk
• $2,000 USD annual Professional Development perk

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.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening