Merchant Support Analyst

BVNK; Cape Town; Hybrid; ZAR 300,000 - 400,000; Full time

Job summary

A next-generation payments platform is seeking a motivated Merchant Support Analyst to manage customer queries, providing exceptional service in a dynamic team. This role requires strong problem-solving skills and the ability to manage multiple tasks while maintaining positive customer relations. Applicants should have a Bachelor's degree and an interest in the crypto industry. Flexible working hours and a competitive salary offered.

Benefits

Flexible working hours

Employee option scheme

20 days holiday standard

Qualifications

• 1-2 years of experience in the customer service industry is a plus but not essential.
• High integrity and exceptional work ethic.
• Goal-oriented and results-focused with the ability to work under pressure.

Responsibilities

• Manage incoming queries received from global customers and provide prompt support.
• Investigate, troubleshoot, and solve customer queries in a prompt manner.
• Provide excellent customer experience and go the extra mile to ensure queries are resolved in a timely manner.

Skills

Customer service

Problem-solving skills

Interpersonal communication

Time management

Education

Bachelor's Degree

Job description

BVNK is a next-generation payments platform for global businesses. We bridge the gap between traditional and digital finance to make payments borderless, instant, and secure. Using the BVNK platform, businesses can send and receive payments on all major schemes and blockchain networks, incorporate stablecoins into their payment flows, and settle funds in over 30 markets.

We are a diverse team spread across the UK, Europe, South Africa, and APAC, with a shared belief that in the next five years all payment flows will interact with crypto, and BVNK will be at the forefront of this shift. We recently raised $40m in series A funding, and we're looking for smart, ambitious people to help us build the next generation of payments.

We pride ourselves on innovation, creativity, and developing within a rapidly expanding industry. Our accelerated growth is driven by our successful product offerings which play an integral role in the adoption of crypto assets. BVNK is seeking an experienced, motivated, and proactive candidate to join our Support team as a Merchant Support Analyst. This role reports directly to the Customer Support Manager but will work closely with other functions within the business.

The role will require a high level of initiative, attention to detail, as well as expertise in onboarding, KYC, payments, and customer service, and will work closely with Account Managers, Risk, Operations, Management, and other Compliance functions. Due to our expanding business, there is an increased demand for customer query resolution, as well as the management of new client onboarding.

Key Areas of Responsibilities:

• Manage incoming queries received from global customers and provide prompt support.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Investigate, troubleshoot, and solve customer queries in a prompt manner.
• Communicate with customers through multiple channels and platforms.
• Have an extensive knowledge of our products, particularly from a customer perspective.
• Exceed customer expectations by going above and beyond.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.
• Demonstrate knowledge and use of departmental resources, policies, and procedures.
• Use customer service tools in order to provide an accurate response and an exceptional customer experience.
• Escalate customer issues appropriately and correctly.
• Proactively communicate system- and process-issues, as well as customer feedback trends to management.
• Moderate incoming customer reviews and respond promptly to reviews in order to resolve.
• Manage multiple tasks at the same time and work closely with various departments to resolve outstanding issues.
• Provide excellent customer experience and go the extra mile to ensure queries are resolved in a timely manner.
• Review documents and immediately flag any customer as high risk if any discrepancies arise using rights to Onfido.
• Be actively involved with industry news, conferences, and events and thus being a credible ambassador for the business in all dealings with clients.

What we need from you:

• 1-2 years of experience in the customer service industry is a plus but not essential.
• A successful track record for managing relationships and maintaining business relations.
• Experienced in successfully managing multiple projects at the same time.
• Desire to learn and gain insight into the crypto industry.
• Bachelor's Degree.
• Goal-oriented and results-focused with the ability to work under pressure.
• High integrity and exceptional work ethic.
• Phenomenal interpersonal communication skills; is confident, dynamic, and assertive.
• Demonstrable ability to mentor, coach, and develop people.
• Problem-Solving Skills.
• Time management.
• Business acumen and product/service knowledge.

What you can expect from us:

• Fair and competitive salary at every stage of your growth as a Merchant Support Analyst.
• Meaningful ownership in the business through our employee option scheme.
• Flexible working hours, with hybrid working at its heart.
• A culture built on passionate growth-minded people.
• A flexible approach to holiday with 20 days as a standard.
• An open and creative environment where you can help us define the future of BVNK, its culture, and its opportunity sets.

BVNK is focused on building a diverse and inclusive team. While you may not meet all of our requirements, we’d encourage you to apply if you meet the majority of our expectations.