Customer Support Agent

iContact BPO; Randburg; On-site; ZAR 120,000 - 180,000; Full time

Job summary

Payflex in Randburg is seeking a Customer Support Agent to provide world-class assistance for account queries and Payflex processes. You will guide customers through online and in-store shopping, troubleshoot issues, and deliver accurate solutions to improve satisfaction.

The role emphasizes first-contact resolution, maintaining records, and upholding POPIA-based confidentiality while meeting SLA targets and handling multiple systems efficiently.

Qualifications

• Must have experience in customer service or contact centre.
• Excellent verbal and written communication skills.
• Ability to handle confidential information and work under pressure.

Responsibilities

• Provide professional and efficient customer support through inbound communication channels.
• Assist customers with Payflex-related queries, account assistance, payment processes, and troubleshooting.
• Educate customers on Payflex products, processes, and available solutions.
• Resolve customer queries effectively while promoting first-contact resolution (FCR).
• Manage customer escalations and ensure timely follow-ups within SLAs.
• Maintain high customer satisfaction by delivering accurate information and positive interactions.
• Support customers with orders, payments, disputes, and account-related queries.
• Liaise with merchants to resolve disputes related to products, deliveries, and orders.

Skills

Customer service

Communication

Problem solving

Multitasking

SLA awareness

Education

Grade 12 / Matric

Job description

The Customer Support Agent is responsible for providing world-class customer support to Payflex customers by assisting with account queries, educating customers on Payflex processes, troubleshooting issues, and guiding customers through their online and in-store shopping experience.

The role focuses on delivering efficient, accurate, and customer-focused solutions while meeting campaign service level agreements (SLAs), improving customer satisfaction, supporting first-contact resolution, and maintaining strong relationships with customers and merchants.

Key Responsibilities

• Provide professional and efficient customer support through inbound communication channels.
• Assist customers with Payflex-related queries, account assistance, payment processes, and troubleshooting.
• Educate customers on Payflex products, processes, and available solutions to enhance their overall experience.
• Resolve customer queries effectively while promoting first-contact resolution (FCR).
• Manage customer escalations and ensure timely follow-ups within agreed service level agreements (SLAs).
• Maintain high customer satisfaction levels by delivering accurate information and positive customer interactions.
• Support customers with order, payment, dispute, and account-related queries.
• Liaise with merchants to resolve customer disputes relating to products, deliveries, and order fulfilment.
• Provide timely feedback to customers regarding merchant updates and query resolutions.
• Follow fraud prevention processes and use approved systems and procedures to identify and manage potential risks.
• Maintain accurate customer records and ensure all interactions are documented correctly.
• Achieve and maintain campaign performance targets, including SLA compliance, customer satisfaction scores, schedule adherence, FCR, and average handling time.
• Ensure all customer information is handled confidentially in line with POPIA requirements and company policies.
• Maintain professional communication that supports trust and strengthens the Payflex brand.

Requirements

• Grade 12 / Matric qualification or equivalent.
• Previous customer service or contact centre experience required.
• Experience in financial services, fintech, e-commerce, or payment solutions advantageous.
• Strong computer literacy and ability to work on multiple systems and platforms.
• Experience handling customer queries, complaints, and escalations.
• Ability to work in a target-driven environment while meeting strict SLA requirements.
• Strong administration and documentation skills.
• Ability to handle confidential customer information responsibly.
• Willingness to work according to operational requirements and scheduled shifts.
• Excellent verbal and written communication skills.
• Professional telephone etiquette and interpersonal skills.
• Ability to simplify complex information and educate customers effectively.
• Strong problem-solving and troubleshooting abilities.
• Ability to resolve customer queries efficiently and accurately.
• Attention to detail and accuracy.
• Ability to work under pressure while maintaining service quality.
• Strong time management and organisational skills.
• Ability to meet performance targets and SLA requirements.
• Conflict resolution and complaint-handling skills.
• Adaptability and willingness to learn new systems and processes.
• Ability to build positive relationships with customers and merchants.
• High level of integrity when handling personal and financial information.