Sac Specialist

**About PayU**

PayU, a leading payment and Fintech company in 50+ high-growth markets throughout Asia, Central and Eastern Europe, Latin America, the Middle East and Africa, part of Prosus group, one of the largest technology investors in the world is redefining the way people buy and sell online for our 300.000+ merchants and millions of consumers.

As a leading online payment service provider, we deploy more than 400 payment methods and PCI-certified platforms to process approximately 6 million payments every single day.

Thinking of becoming a PayUneer and you are curious to know more about us? Read more about the life in PayU here

**About the role**

As a SAC Specialist you will manage and administer strategies aimed at improving the service experience of customers seeking to maintain high standards of quality and satisfaction.

**What you will do**

Support the design of the financial consumer experience and the development of service improvement projects

Generate compliance control on the SAC framework.

Measure the management of improvement action plans implemented to correct compliance with SAC standards.

Design, maintain, update, and improve the company's customer service system optimizing the processing of PQRS and generate indicators.

Establish policies for the solution of incoming requests and define an action plan for customer incidents

Design and implement presential and virtual training programs on the service model and consumer ombudsman for all business stakeholders.

Have a god management of all the channels information and timely management of PQRS

Perform a good channel tracking monitoring and management

Follow up and update information and build action plans for improvement.

Manage the development of satisfaction surveys and activities associated with improving the results.

Identify opportunities to improve the service management, as an input to generate new service models.

Extract, update and analyze service management information to develop and present reports

Generate PQRS and Customer Satisfaction reports (monthly and biweekly) showing the service management performance, in the different stages of interaction with customers.

**What you will need to succeed**

Professional in industrial engineering, business administration, economics, or related careers.

3 + years of experience as a customer service specialist or in a similar customer support role or areas associated with customer service improvement

Experience in the use of help desk software and remote support tools

Excellent communication and problem-solving skills.

multi-task skills

Familiarity with Financial Services is an advantage

**About us**:
**Our Commitment To Building A Diverse And Inclusive Workforce**

As a global and multi-cultural organization with varied ethnicities thriving across locations, we realize that our responsibility towards fulfilling the D&I commitment is huge. Therefore, we continuously strive to create a diverse, inclusive and safe environment, for all of our people, communities and customers. Our leaders are committed to create an inclusive work culture which enables transparency, flexibility and unbiased attention to each and every PayUneer so they can succeed, irrespective of gender, color or personal faith. An environment where every person feels they belong, that they are listened to, and where they are empowered to speak up. At PayU we have zero tolerance towards any form of prejudice whether a specific race, ethnicity, or of persons with disabilities or the LGBTQ communities.