Found Description
Responsibilities
- Handle Tier 2 customer and clerk interactions across digital and social media channels, including cases escalated from the third-party Level 1 support provider
- Maintain and update internal knowledge bases, FAQs, and response frameworks used by both the internal team and the outsourced Level 1 provider, ensuring consistency and accuracy across all support channels
- Serves as the point of Tier 1 escalations. Troubleshoot issues and resolve complaints within SLA, ensuring proper follow-up
- Act as a subject matter expert on PayJoy loan applications and processes
- Oversee and coordinate the resolution of complex clerk-facing technical issues escalated from Level 1, liaising with Product and Technical Support teams.
- Manage and monitor PayJoy’s social media platforms (Viber, Facebook, Instagram, WhatsApp, etc.)
- Respond to inquiries, comments, and messages within defined SLAs
- Ensure all re...