Customer Care Analyst

At Ezypay, we want to ensure the right outcome for our partners and customers. We are building out our customer support team by hiring Customer Care Specialists to go above and beyond our existing support offering. These efforts are underpinned by a steadfast commitment to continuous improvement, leveraging insights and feedback to elevate our service delivery and enhance satisfaction.

This multifaceted department is responsible for orchestrating the incident management process and leading a proficient team specializing in resolving incidents promptly and effectively. Moreover, the Customer Care team provides valuable product usage guidance to customers, acting as a knowledgeable resource for addressing inquiries, offering expert advice, and promoting optimal usage experiences.

Key Objectives:

• Drive a seamless customer experience that creates positive sentiment for our brand
• Develop in-depth knowledge of Ezypay’s products and services and provide proactive, informative support
• Get to know Ezypay’s customers – our partners and our merchants – to anticipate their needs and help them to support theircustomers
• Collaborate with our customer support, application support, relationship management, engineering and product teams to drive outcomes
• Maintain accurate records of customer interactions and steps taken to resolve issues

Responsibilities:

• Serve as the initial point of contact for partners, actively engaging with them to understand and address their concerns or queries in a prompt and professional manner.
• Collaborate closely with internal teams to ensure seamless communication and coordination, facilitating the efficient resolution of partner and merchant issues and inquiries.
• Contribute to the ongoing enhancement of customer care processes by providing insights and feedback.
• Respond to a reported service incident, identifying the cause, and initiating the incident management process, and providing ongoing communication to key stakeholders – both internal and external.
• Diagnose and package problems so that L3 line teams can efficiently diagnose and solve technically more complex issues.
• Provide product usage advice to customers - understand their need and what they are trying to do and teach them the best way to do it.
• Act as a liaison to the account management function, facilitating seamless communication and proactive support to address reporting and analytics needs.
• Support the ongoing enhancement of customer service functions through data-driven insights and actionable recommendations.
• Be an Ezypay products and services expert

Requirements

• Experience in a customer-facing role, preferably handling customer service, care, or success
• Outstanding communication (written and spoken) and active listening skills .
• A high degree of empathy and patience for customers, end users and internal stakeholders .
• A sense of urgency, responsiveness and the ability to act quickly to solve problems with care and attention to detail - you ask the right questions to determine risk and impact to the customer .
• Analytical approach to triage and troubleshooting - you are comfortable prioritizing under pressure - knowing what is ‘really’ important
• Proficiency with customer service software and excellent attention to detail
• Ability to communicate in more than one language will be a plus.

Benefits

• Competitive salary package & performance bonus
• Gym subsidies 
• Casual dress code 

• Flexible working arrangements  (including work from home and remote) 
• Generous number of Annual Leaves
• Extensive medical coverage (including dental & optical)
• Delicious office snacks 
• Guidance and mentoring from leaders within the business 
• Dynamic, positive work environment 
• Fantastic team culture