We’re looking for an experienced mid-level customer support agent who is familiar with the technical support requirements within the financial services industry. If you’re an enthusiastic problem-solving individual with a keen interest in contributing positively towards a company’s success in offering unique and innovative solutions, we’d like to hear from you.
The successful candidate for this role will have a strong command of the company’s customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers and merchants alike.
Meet layup:
LayUp technologies is a world-class payment plan solution that is transforming the payment landscape for customers and merchants. With big goals, we’re looking for candidates who inspire us and are inspired by what we do. As the only omnichannel Lay-By solution in the marketplace, our mission is to become an industry leader in payments, both online and in-store.
About the position:
As a customer support agent at LayUp, you will have the unique opportunity to be the first and central link between the outside world and our team. Your role is to uphold the integrity of the brand, ensuring customer satisfaction to the best of your ability, and to represent LayUp as a leader in the financial services industry.
- Job Title: Customer Support Agent
- Job Level: Intermediate
- Salary: Undisclosed (negotiable based on experience)
- Location: Work from home
- Job Type: Permanent or Contract
You’re an ideal candidate if:
- You have at least 3 years of experience as a customer support agent familiar with the technical support requirements within the financial services industry.
- High school diploma (tertiary qualification desirable).
- You are fluent in current technology including; Office 356, Gsuite, etc.
- Are able to work well within the sales, administration, and technical departments.
- Excellent written and verbal communication.
- You are detail-oriented.
- A team player with a drive to contribute positively.
- Ability to remain professional and courteous with customers at all times.
Duties & responsibilities
- Maintain a high level of professionalism with clients and work to establish a positive rapport with every customer, ensuring customer satisfaction.
- Maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Responding promptly and effectively to customer enquiries and requests.
- Communicating with customers through various channels.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Acknowledging and resolving customer complaints on service-related issues.
- Knowing our products in order to answer questions and troubleshoot support issues.
- Communicating and coordinating with internal departments to resolve customer complaints or requests.
- Work with the team to stay updated on product knowledge and be informed of any changes in company policies.
- Provide weekly feedback on client support and complaints handled.
- Have a strong command of the company’s customer service policies.
- Well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.
Your skills and experience:
- You are Fluent in verbal and written English.
- You are a people person with excellent communication skills.
- You are able to listen and understand what the client wants.
- You are a problem solver and able to provide solutions.
- You are able to stay calm when customers are upset or frustrated.
- Strong organisational and administration skills.
- High attention to detail.
Desired skills:
- Customer Satisfaction/Customer Care
- Freshdesk/Freshworks or similar ticketing system experience
- Fully bilingual (African language being beneficial)
Some of the things to look forward to:
These are unprecedented times and so, we’ve adapted to a work-from-home culture that best suits our team. Remote working means that you’ll be able to work from wherever you are in South Africa, providing that you’re online and available within the prescribed hours. We’re a team of real people with your best interests at heart. We value workplace inclusion, open lines of communication, and strive to uphold a healthy working environment for everyone.
Convinced? We thought so.
If we seem like the kind of forward-thinking, progress-making, enthusiastic company culture that you’ve been searching for, we’d love to hear from you.
Should you wish to apply for the position please email your CV to [email protected] If you have not heard from us within 2 weeks please consider your application as unsuccessful.
