Operations Support Associate

March 7

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Payfuture

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PayFuture is a local payment gateway specializing in providing seamless access to multiple local payment options across various emerging markets through a single API integration. Their platform leverages AI and deep learning for customer journey optimization, conversion recovery, and fraud management, enabling e-commerce merchants to expand their presence in markets such as India, Pakistan, Brazil, and more. PayFuture offers data-rich reporting, transaction monitoring, and a wide array of local payment methods, ensuring high conversion rates and increased merchant profitability.

payments • emergingmarkets • localpayments

51 - 200 employees

💳 Fintech

🛍️ eCommerce

🤝 B2B

📋 Description

• The core mission of the Operation Support Associate is to provide helpful information, answer questions, and respond to client's complaints. • The main goal is to act as a frontline and offers proactive assistance to the customer in a timely manner.

🎯 Requirements

• Responding promptly to client inquiries • Communicating with clients through various channels • Acknowledging and resolving client’s complaints • Possessing a thorough knowledge of our products • Documenting all client’s interactions, transactions, comments and complaints according to standard operating procedures • Communicating and coordinating with colleagues as necessary • Escalating concerns through known escalation paths • Providing feedback on the efficiency of the client service process • Ensure client satisfaction and provide professional client support • Assist with merchant technical integration • Take an active part in the monitoring of day-to-day operations • You will be a good fit if you: • Are aligned with our values of Belief, Positivity, Accountability & Ownership, Speed and Execution • Have Proven customer support experience or experience as a client service representative • At least 1 year of Customer Service Experience for English-speaking businesses/clients/customers, preferably in e-commerce or similar businesses • Have a track record of over-achieving quota • Have customer orientation and the ability to adapt/respond to different types of characters • Possess excellent communication and analytical skills • Have the ability to multi-task, prioritise, and manage time effectively • Are knowledgeable/proficient in using spreadsheets (preferred) • Strong e-commerce or PSP customer service background • Experience in using MS Office, G-Suite, Zendesk or similar tools • Genuine care for customers & clients • Outstanding written and verbal communication skills, email and chat etiquette • Proactive personality and self-motivated • Initiative-led with the ability to multi-task and be detail-oriented in a fast-paced environment • Proven to be organized, methodical and rigorous • Strong computer skills in eCommerce/PSP applications and the ability to learn new applications quickly • Team player, able to develop great relations with co-workers and stakeholders (externally & internally) • Willingness to work on shift schedules.