Customer Service Agent (Finchoice) CSA-004

Weaver Fintech Ltd; Wes-Kaap; Hybride; ZAR 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Two fintech brands experience

AI-driven design exploration

Growth opportunities

Résumé du poste

Weaver FinTech Group in Cape Town is seeking a customer service advisor to provide inbound telephonic and digital support to new and existing customers, with a view to retention and generating business.

You will meet department standards, handle issues with empathy, and ensure rapid resolution while maintaining customer satisfaction across voice and chat. The position is based at our Wynberg offices with a hybrid work model.

Qualifications

• Grade 12 / Matric or equivalent.
• 1 year (minimum) Customer service experience.
• 1 year (minimum) FreshDesk/FreshChat
• 1 year (minimum) sales experience.
• Experience in Financial Services/Insurance sector
• Clear credit and criminal record
• Must be computer literate (email, internet, word and excel)
• Excellent telephone etiquette and business writing skills

Responsabilités

• Manage all incoming customer queries on voice and digital.
• Provide empathetic, engaging, professional service to enhance customer experience.
• Take accountability for each customer interaction and resolve issues.
• Upsell product offerings to new & existing customers in line with targets.
• Adhere to internal policies, logging and capturing all information accurately.

Connaissances

Customer service

Communication

FreshDesk/FreshChat

Sales experience

Problem solving

Team collaboration

Empathy

Formation

Grade 12 / Matric

Outils

FreshDesk/FreshChat

Description du poste

About Weaver

Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands Pay Just Now and FinChoice empower millions of South Africans through innovative Payments, Lending, and Insurance solutions.

We’re a data-first organisation built on collaboration, innovation, and purpose: to make digital finance simpler, more inclusive, and more human.

Role Overview

The ideal candidate for this role will be responsible to provide an inbound telephonic and electronic digital service to new and existing customers with a view to retaining and generating business by providing outstanding customer service.

The successful candidate is expected to meet and achieve all department standards that align with business strategy and customer excellence.

The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and enquiries keeping customer satisfaction at the core of every decision and behaviour.

Position will be based at our offices in Wynberg, Cape Town.

Key Responsibilities

• Effectively manage all incoming customer queries on voice and digital.
• Provide an empathetic, engaging, respectful, friendly, professional service to enhance the customer’s experience.
• Take accountability for each individual customer interaction by ensuring that the call is resolved to the best of your ability.
• Handle objections appropriately to ensure that positive results are achieved and enhance customer experience.
• Display empathy when addressing difficult queries and customers by identifying the customer’s needs, confirming understanding, and then providing the best possible solution.
• Improve the customer experience and service delivery by providing excellent customer service.
• Achieve benchmarks and targets related to customer excellence – (customer satisfaction) CSAT, CEI (customer experience), QA (quality assurance).
• Reach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, sales and customer service on voice and digital channels.
• Be available to take calls/tickets by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service levels.
• Administer policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to.
• Proactively exploring ways to improve operational efficiencies.
• Focus on First Contact resolution by ensuring the correct information is shared with the customer.
• Ensure that compliance requirements are met across all platforms.
• Logging and capturing all customer and platform information accurately.
• Adhere to internal systems, policies, and procedures.
• Behaving professionally towards customers and colleagues.
• Upsell product offering to new & existing customers in line with required performance standards and targets.
• There may be additional requirements which have not been stipulated above in which case these will be managed in the KPA

About You

• Grade 12 / Matric or equivalent.
• 1 year (minimum) Customer service experience.
• 1-year (minimum) FreshDesk/FreshChat
• 1 year (minimum) sales experience.
• Effective communication skills (verbal and written)
• Experience in Financial Services/Insurance sector
• Clear credit and criminal record
• Must be computer literate (email, internet, word and excel)
• Excellent telephone etiquette and business writing skills
• Client-driven / centric attitude
• Performance-driven and results-orientated with a relentless drive to succeed
• A strong can-do attitude and an energetic positive approach
• Exceptional diligence with a thorough approach to work
• Excellent listening and interpersonal communication
• Conducts themselves in a professional manner
• Collaborator but able to work independently
• Comfortable working in an agile environment
• Has the maturity to take accountability for their outputs
• Knowledge sharing using emotional intelligence in an empathetic yet impactful manner
• Problem solving ability
• Has the ability to approach demanding situations with empathy.

What We Offer

• The opportunity to work across two of South Africa’s most exciting fintech brands.
• A collaborative environment that encourages experimentation and growth.
• The chance to explore AI-driven design innovation as part of a forward-thinking creative team.
• Hybrid work model with autonomy and flexibility.
• Competitive compensation and benefits within a purpose-led, growth-focused organisation.