Merchant Support Analyst Cape Town

Bvnk Ltd; Cape Town; Hybrid; ZAR 30 000 - 40 000; Full time

Job summary

A next-generation payments platform is looking for a Merchant Support Analyst to manage customer queries, provide exceptional support, and work in a fast-paced environment. The ideal candidate will have great communication skills, a degree, and an eagerness to learn about the crypto industry. The role offers a competitive salary, hybrid working options, and opportunities for growth.

Benefits

Fair and competitive salary

Employee option scheme

Flexible working hours

Standard 20 days of holiday

Open and creative environment

Qualifications

• 1-2 years experience in customer service is a plus but not required.
• Track record in managing and maintaining business relationships.
• Ability to learn about the crypto industry.

Responsibilities

• Manage queries from global customers and provide support.
• Investigate customer issues and provide prompt solutions.
• Exceed customer expectations by exceptional service.

Skills

Customer service experience

Interpersonal communication skills

Time management

Problem-solving skills

Business acumen

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.

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 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 resolve them.
• 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 therefore act as a credible ambassador for the business in all client dealings.

What we need from you

• 1-2 years experience in the customer service industry – 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 ability to work under pressure.
• High integrity and exceptional work ethic.
• Phenomenal interpersonal communication skills; confident, dynamic, and assertive.
• Demonstrable ability to mentor, coach and develop people.
• Problem‑solving skills.
• Excellent customer service 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.

While you may not meet all of our requirements, we'd encourage you to apply if you meet the majority of our expectations.

You may be a great fit for this role or another role in our team. Apply for this job.

At BVNK, we are focused on building a diverse and inclusive team.