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Customer Service

• First point of contact for all business customers and merchants.
• Analyse and respond appropriately to queries from customers/merchants via telephone and e-mail, working towards an appropriate solution
• Attend to all tickets raised by customers, providing timely and innovative solutions to service issues.
• Maintain a strong command of customer service policies and ensure a positive customer experience.

Merchant Engagement

• Acquire a thorough understanding of assigned merchants needs and requirements.
• Establish a relationship with assigned merchants and help them settling in by resolving any issues and problems faced during onboarding process.
• Engage assigned merchants monthly via calls, emails, or visits.
• Respond to merchant inquiries and resolve concerns, ensuring high-quality support.
• Maintain up-to-date knowledge of merchant processes and products to offer accurate guidance.

Sales Support

• Provide troubleshooting assistance for merchant orders, account statuses and relevant problems
• Support the sales team by addressing operational queries and assisting with sales-related tickets.
• Collaborate with internal teams to ensure smooth sales operations and issue resolution.

Business Growth & Expansion

• Identify opportunities to enhance customer and merchant engagement that could contribute to revenue growth.
• Provide feedback to the business on trends, recurring issues, and potential improvements to products or services.

What Success Looks Like at Pesapal

Deliver Exceptional Results:

• Sets and consistently achieves high benchmarks for sales outcomes.
• Strategically plans work and executes with accountability and discipline.
• Uses analytic insight to drive performance and decision-making.

Solve for Our Customers:

• Builds strong client relationships through empathy, consultative insight, and responsiveness.
• Anticipates customer needs and champions solutions that create value.
• Ensures sales and service practices enhance satisfaction and loyalty.

Together, We Do Great Work:

• Collaborates with cross-functional teams (Marketing, Product, Tech, Finance, Operations).
• Promotes knowledge sharing, mentorship, and collective success.
• Empowers teams to contribute positively to organizational outcomes.

Own Our Outcomes:

• Takes ownership of results, decisions, and continuous improvement.
• Seeks and acts on feedback to refine approaches.
• Demonstrates resilience and leads by example.