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 + 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.

About the role

As a SAC Specialist you will manage and administer strategies aimed at improving the service experience to ensure the proper handling of user requests and financial consumer complaints.

What you will do

Ensure that SPQRSF requests are correctly registered across the different customer service channels. Interact with Contact Center agents to resolve cases requiring second-level escalations or special requests handled by SAC. Review complaints and claims submitted through our customer service channels, addressing them within the designated timeframe according to the categorization and timelines established in the SAC manual. Review complaints and claims submitted to the Financial Superintendence of Colombia and the Financial Consumer Ombudsman, ensuring timely responses within the stipulated deadlines.

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 Strong communication and assertiveness skills to interact and follow up on specific tasks. Results-oriented, with the ability to track tasks and meet service-level agreements.

About us At PayU, we are a global fintech investor and our vision is to build a world without financial borders where everyone can prosper. We give people in high-growth markets the financial services and products they need to thrive. Our expertise in 18 high-growth markets enables us to extend the reach of financial services. This drives everything we do, from investing in technology entrepreneurs, to offering credit to underserved individuals, to helping merchants buy, sell and operate online. Being part of Prosus, one of the largest technology investors in the world, gives us the presence and expertise to make a real impact. Find out more 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.

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