Customer Experience Representative

About PayJoy

PayJoy is a mission-first financial service provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. We lend through our patented technology that turns a smartphone into digital collateral, and our cutting-edge machine learning, data science, and anti-fraud AI allow us to offer the lowest cost and qualify the most customers in the industry. As of 2024 we have brought billions of dollars in credit to 12 million customers, doubling in the last two years while remaining strongly profitable and sustainable for the long term.

This role

As a (Visayan Speaking) Customer and Clerk Experience (CX) Agent for PayJoy Philippines, this position will deliver exceptional experiences to PayJoy’s customers and clerks in the Philippines. The hired Agent will also have a huge opportunity to build PayJoy’s CX environments. The main goals of this role are to be PayJoy’s subject matter expert, enhance our customer's and clerks’ overall satisfaction, troubleshoot frequent issues, and cater to their inquiries.

In this role, they will monitor and improve customer and clerk support metrics (e.g. average handle time, first reply time, customer and clerk satisfaction, etc). Additionally, they will forge strong alliances with the CX supervisors, Operations Manager in the Philippines, and other customer and clerk support team members from other PayJoy-operating countries, ensuring they perform according to local expectations. This role will follow standardization of PayJoy global customer and clerk support metrics and initiatives (e.g. aligning a common cross-country approach for customer and clerk support agent quality assurance ratings), seek for optimization of resources (e.g. creating guidance documents from the tools we are using), and managing reporting tasks. This role will be instrumental in the newly launched operations.

Responsibilities

• To embed the PayJoy principles in every process embarked on & to be an exemplary ambassador of the company to delight customers & other stakeholders in every interaction
• Takes customer and clerk interactions via omnichannel platforms (voice/email/chat)Act as a subject matter expert regarding specific issues and concerns about PayJoy loan applications
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions/troubleshooting and alternatives within the service level agreement (SLA), and follow up to ensure the resolution of concerns
• Handle clerk inquiries, troubleshoot them, report, and work with the appropriate team members to resolve the issues (if any)
• Work with Fraud team members to diligently file fraud indications report from the clerks
• Provide a weekly report (during a meeting or through a template) and recommendations for better customer experience to the CX supervisor
• Perform courtesy and collection calls

Requirements

• Excellent verbal and written communication in Cebuano or any other Visayan dialects + Tagalog. English is a plus!
• Willing to work on-site in the Bonifacio Global City (BGC) area
• The hired agent should NOT live more than 1 hour away by public transport/car from the office
• We may require the hired agent to work from the office on weekends Comfortable working on Google Suite (Sheet, Docs, Slides, etc) / Microsoft Excel, and analytics
• Familiarity with Zendesk and CRM systems
• Aligned with PayJoy’s principles and cultures
• Bachelor’s degree or equivalent
• Minimum of 1 (one) year of working in Customer Experience Robust knowledge of the Know-Your-Customer (KYC) process in the financing industry and requirements in the Philippines is a plus
• Interested in growing your career as a CX professional and manager
• Must be detail and process-oriented, and have experience working with robust SLAs Self-orientation, drive, and ability to communicate clearly and persuasively to customers Previous technical experience is a plus

Benefits

• Private Health Insurance
• Life Insurance
• 20 days vacation
• $2,000 USD annual Coworking Travel Perk
• $2,000 USD annual Professional Development Perk
• $500 USD annual Fitness Perk
• $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.

PayJoy Principles

Finance for the next billion * Ownership * Break Through Walls * Live Communication * Transparency & Directness * Focus on Scale * Work-Life Balance * Embrace Diversity * Speed * Active Listening