Sector- Financial Technology

Reports to: Call Center Supervisor/Manager

Career Level:  Junior Level: (0-3) Years Of Experience. Prior experience in a call center or customer service environment is preferred.

Employment Type: Full time

Qualifications:

•  Education: Degree in any field. Technology and specialized training in customer service is a plus.
•  Language: Knowledge of additional local language is preferable.
•  Experience: Prior experience in a call center or customer service environment is preferred.

Working Hours: May require evenings, weekends, and holidays depending on shift schedules.

About Us:

YaYa Payment Instrument Issuer S.co (YaYa Wallet), we are revolutionizing the FinTech industry with innovative solutions that empower individuals and businesses to achieve financial success. Our cutting-edge technology and dedication to excellence have positioned us as leaders in the field, driving meaningful change in how people manage their finances.

Job Summary:

The Call Center Representative is responsible for providing excellent customer service to clients by handling inquiries, resolving issues, and addressing concerns in a professional and timely manner. The role involves answering inbound calls, making outbound calls, and working to achieve customer satisfaction while meeting company standards.

Essential Responsibilities:

• Maintain up-to-date knowledge of company products and services to effectively communicate and inform customers about  new features and functionalities.
• Follow company policies and procedures, including adherence to call scripts, quality standards, and performance targets.
• Handle inbound and outbound calls in a timely and professional manner.
• Provide customers with accurate information regarding products, services, billing, and account inquiries via phone, email, or         chat.
• Identify customer issues, concerns, or complaints, and resolve them efficiently.
• Manage and de-escalate complaints while maintaining a positive relationship with the customer.
• Escalate issues to the appropriate department when necessary and make sure the customer gets satisfactory response.
• Document all calls and interactions for record-keeping and report any irregularities or trends to the Call Center Supervisor.
• Providing insights from customer interactions and identifying recurring issues or FAQs with the objective of enhancing  the  services
• Propose improvements to this effect
• Do any other functions as instructed by the supervisor

Essential Skill Requirements

• Strong verbal and written communication skills.
• Problem-solving skills and the ability to handle difficult customers’ Ability to multitask and manage time efficiently.
• Familiarity with CRM software or call center systems is an advantage.
• Ability to work in a fast-paced environment and meet performance targets