Clerk Support Representative

hace 1 semana


Panamá Provincia de Panamá, Panamá PayJoy A tiempo completo

PayJoy esta buscando un **Clerk Support Representative** **para que se una a nuestro equipo, este puesto brindará experiências excepcionales a los clientes y empleados de PayJoy. El agente contratado también tendrá una gran oportunidad de crear los entornos CS de PayJoy. Los principales objetivos de este puesto son ser el experto en la materia de PayJoy, mejorar la satisfacción general de nuestros clientes y empleados, solucionar problemas frecuentes y atender sus consultas.

En esta función, monitorearán y mejorarán las métricas de atención al cliente y al empleado (por ejemplo, tiempo promedio de atención, tiempo de primera respuesta, satisfacción del cliente y del empleado, etc.). Además, forjarán alianzas sólidas con los supervisores de CS, el gerente de operaciones y otros miembros del equipo de atención, asegurando que se desempeñen de acuerdo con las expectativas locales. Esta función seguirá la estandarización de las métricas e iniciativas globales de soporte al cliente y al empleado de PayJoy (por ejemplo, alinear un enfoque común entre países para las calificaciones de control de calidad de los agentes de soporte al cliente y al empleado).

**Responsabilidades**:

- Realiza interacciones con clientes/ tiendas a través de plataformas omnicanal (Voz - correo electrónico - chat) para resolver consultas y problemas técnicos relacionados con el uso de la aplicación y la plataforma para evaluación de crédito y servicio postventa, proporcionando respuestas claras y rápidas en tiempo real.
- Registrar, en forma detallada y actualizada, los problemas y soluciones proporcionadas a las tiendas, para tener un historial claro que facilite el seguimiento y la mejora continua del servicio.
- Identificar y proponer mejoras en los procesos internos y de soporte a la venta y postventa. Implementar cambios para aumentar la eficiencia y calidad de atención.
- Mantener una comunicación clara y constante con las tiendas, para asegurar que estén informadas sobre actualizaciones y cambios en los procedimientos.
- Satisfacción de tiendas: Realizar encuestas y recoger feedback de las tiendas sobre el servicio recibido.

**Requisitos**:

- Estudios técnicos o universitarios inconclusos en áreas relacionadas como Administración de Empresas, Comunicaciones o afines.
- Conocimiento básico de herramientas de Microsoft Office y google suite.
- Experiência previa en servicio o atención al cliente, preferiblemente en el sector de ventas o financiero, de al menos 1 año.
- Habilidades de comunicación efectiva, capacidad para trabajar en equipo y manejo de situaciones difíciles bajo presión.
- Agilidad en el teclado, ortografía y redacción.
- Deseable experiência en software de gestión de relaciones con clientes (CRM) preferentemente Zendesk, en servicios financieros o tecnología.

**Beneficios**:

- Vacaciones por ley - 30 días
- Licencia por enfermedad ilimitada
- Beneficio anual de fitness ($500 USD)
- Beneficio anual de desarrollo profesional ($2,000 USD)
- Beneficio de viaje internacional ($ 2,000 USD)
- Financiamiento de teléfono de US$ 500
- Subsídio para equipamiento de oficina en casa de US$ 250
- Subsídio para audífonos de US$ 200
- Seguro médico financiado por la empresa para empleados y familiares directos
- Seguro de vida



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