Merchant Support Analyst

BVNK is seeking an experienced, motivated, and proactive candidate to join our Support team as a Merchant Support Analyst. This role reports directly to the Customer Support Manager but will work closely with other functions within the business. This role will require a high level of initiative, attention to detail as well as expertise in onboarding, KYC, payments and customer service, and will work closely with Account Managers, Risk, Operations, Management and other Compliance functions.

Due to our expanding business, there is an increased demand for customer query resolution, as well as the management of new client onboarding. This role will form part of the team in Cape Town, and will work closely with the Account Managers, Risk, Operations, Management and other Compliance functions.

• Manage incoming queries received from global customers and provide prompt support.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Investigate, troubleshoot and solve customer queries in a prompt manner.
• Communicate with customers through multiple channels and platforms.
• Have an extensive knowledge of our products, particularly from a customer perspective.
• Exceed customer expectations by going above and beyond.
• Communicate and coordinate with colleagues as necessary.
• Provide feedback on the efficiency of the customer service process.
• Demonstrate knowledge and use of departmental resources, policies and procedures. 
• Use customer service tools in order to provide an accurate response and an exceptional customer experience.
• Escalate customer issues appropriately and correctly.
• Proactively communicate system- and process-issues, as well as customer feedback trends to management.
• Moderate incoming customer reviews and respond promptly to reviews in order to resolve
• Manage multiple tasks at the same time and work closely with various departments to resolve outstanding issues.
• Provide excellent customer experience and go the extra mile to ensure queries are resolved in a timely manner.
• To review documents and immediately flag any customer as high risk if any discrepancies arise using rights to Onfido.
• Be actively involved with industry news, conferences, and events and thus being a credible ambassador for the business in all dealing with clients

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