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.

REQUIREMENTS

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• 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.

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.
To be a successful candidate, you need punctuality, willingness to learn, being dynamic, having a sense of responsibility, active listening and assertive communication, organized, having teamwork skills, analytical and leadership skills, helping with staff development and having . emotional intelligence.

RESPONSIBILITIES

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• 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 KPIsHandle 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.