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CX Credit Card Representative

PayJoy

PayJoy

Mexico City, Mexico
Posted on Thursday, November 9, 2023
About PayJoy
PayJoy is a mission-driven company dedicated to helping a billion people around the world step into the modern financial system for the first time and supporting them on a path to financial success. Founded in 2015, PayJoy’s “secret sauce” technology turns a smartphone into collateral to jumpstart unbanked consumers into the credit system. We reached profitability in 2020, reaching 8 million happy customers and over a billion dollars of sales in 2023.
This Role
As a Credit Card CX representative you are responsible for a range of activities aimed at delivering exceptional service and ensuring a positive customer interaction. You will interact with customers through various communication channels to address their needs, answer questions, and resolve any issues they may encounter.
The perfect candidate should be organized, proactive, and continuously thinking about improving customer experience. Ability to solve problems effectively and develop a deep understanding of PayJoy´s card product to accurately address customer concerns and provide recommendations.

Responsibilities

  • Responding to Inquiries: CX agents handle incoming inquiries from credit card customers through various channels such as phone calls, emails, live chat, or social media. They provide prompt and accurate information, addressing customer questions and concerns.
  • Problem Resolution: CX agents assist customers in resolving issues or complaints. They listen attentively, empathize with customers, and work towards finding suitable solutions within the boundaries of company policies and procedures.
  • Order Processing: Agents process customer orders, ensuring accuracy in product selection, pricing, and card delivery details. They may assist with card transaction claims, assist with issues related to the PayJoy app, or tracking shipment status.
  • Technical Support: In cases where technical expertise is required, CX agents provide assistance to customers facing product or service-related technical difficulties. They troubleshoot issues, guide customers through step-by-step resolutions, or escalate complex problems to specialized teams if necessary.
  • Complaint Handling: When customers express dissatisfaction or submit complaints, CX agents handle these situations professionally and empathetically. They document complaints, investigate issues, and take appropriate actions to resolve problems, aiming to retain customer satisfaction and loyalty.
  • Customer Feedback and Surveys: CX agents may proactively collect customer feedback or conduct post-interaction surveys to gauge customer satisfaction levels. They analyze feedback and provide insights to the management team for continuous improvement of products, services, and processes.

Requirements

  • Education level/Nivel educativo: High School degree
  • Experience: At least 2 year in customer experience, customer care contact center agent positions.
  • Experience with consumer finance, technology, mobile products, or financial products
  • Desirable: Experience working in fintech startup or card products
  • Excellent Communication Skills: Strong verbal and written communication skills are essential for effective customer interactions.
  • Computer Proficiency: Basic computer skills and the ability to navigate CRM software and other customer service tools.
  • Knowledge of Zendesk, Salesforce, Talk desk, CRM tools

Benefits

  • Company-funded Insurance for employees and immediate family members
  • Life insurance
  • 30 days of Christmas bonus
  • 50% Vacation premium
  • 2,000 MXN monthly grocery coupons
  • 20 days paid Vacation
  • 2,000 USD annual Professional Development allowance
  • 500 USD annual Fitness allowance
  • 500 USD Phone Finance allowance
  • 250 USD Home Office equipment allowance
  • 200 USD Headphone allowance
PayJoy is proud to be an Equal Employment Opportunity employer and we welcome and encourage people of all backgrounds. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed