Customer Experience Manager

Johannesburg /
Customer Experience – Africa /
Full Time
With over a million customers trusting PayJoy, it’s increasingly important that our apps and services operate with integrity and high availability while keeping our customers' data confidential.

We are looking to hire a Customer Experience Manager to coach our staff to deliver exceptional customer service. The Customer Experience Manager will build a strong team and shape staff behaviors to accomplish desired results. You will play a collaborative role in growing, implementing and supervising processes.

To ensure success you need to employ prudence and tact in interacting with others and be focused on customer and staff retention. Preferred candidates are able to perform to a high level of accuracy and are meticulously organized.

Responsibilities

    • Oversee and assess customer experience staff activities, and provide staff with regular performance-related feedback
    • Assist customer experience staff with duties where required
    • Train staff in areas of customer service and company policies
    • Investigate and resolve customer service complaints
    • Assist with the development and implementation of service policies and explain these to staff and customers
    • Maintain documentation pertaining to customer service department activities
    • Perform additional duties where needed

Requirements

    • Previous management experience 
    • Demonstrated Excellent QA
    • Proficient computer and Microsoft Office skills 
    • Strong people skills
    • Excellent communication skills

Benefits

    • Medical insurance: May expense up to R9,360 per month (on condition that you have a medical plan in place)
    • Retirement: 3% of monthly salary (on condition that you have a retirement plan in place)
    • Company holidays; 15 days of vacation (20 at 3rd year); statutory sick leave
    • Annual fitness benefit (R7,500); professional development benefit (R30,000); and international travel benefit (R30,000)
About PayJoy
PayJoy's mission is to deliver access to credit to the next billion people in emerging markets worldwide. Our unique mobile locking technology gives customers the ability to afford their first smartphone on credit, using the phone itself as collateral, and then provides further access to credit to help weather life's unexpected financial surprises and climb the ladder of economic well-being.

Founded in 2015, today PayJoy has reached millions of customers in a dozen countries around the globe, including Mexico, Brazil, India, Kenya, and South Africa, and is on a strong growth path with support from major industry partners to bring credit to millions in the near future.

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