Customer Support Specialist

Lesaka Technologies Inc.; Gauteng; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A fintech company in South Africa is looking for a Customer Support Specialist to join their Adumo Payouts division. The role involves managing client queries, ensuring SLA compliance, and maintaining system health. The ideal candidate will have a strong customer-centric approach, solid analytical skills, and experience with CRM systems like Salesforce. Candidates should possess an IT diploma and have 3–5 years of relevant experience.

Qualifications

• 3–5 years' experience in a Customer Support or Office Administration role.
• At least 1 year of experience in IT support.
• Experience using CRM systems (Salesforce preferred).

Responsibilities

• Manage client queries and ensure compliance with SLAs.
• Perform daily system health checks and escalate issues.
• Build and maintain strong relationships with clients.

Skills

Strong analytical and problem‑solving ability

Excellent written and verbal communication

Customer‑centric approach

Detail‑oriented and organized

Team player

Proficient in CRM systems

Education

IT Diploma (NQF Level 6) or equivalent qualification

Tools

Salesforce

Job description

Lesaka Technologies is searching for a Customer Support Specialist to join our Adumo Payouts division.

This role is perfect for a tech-savvy, service-driven professional who enjoys solving problems, maintaining system health, and ensuring that customers receive exceptional support and accurate solutions.

About the Role

The Customer Support Specialist will manage client queries, ensure compliance with SLAs, and support critical systems.

The role blends customer engagement, administrative precision, and technical insight within a fast-paced fintech environment.

Key Responsibilities

Execute all support and administrative processes as per SLAs, including logging quotes, load queries, and managing master accounts.

Manage Salesforce (SF), SSWP, and Voucher Engine queries within required timeframes.

Perform daily system health checks and escalating issues where necessary.

Conduct root cause analysis and provide feedback and reports to line management.

Resolve client portal queries promptly and professionally, monitoring tickets to ensure they remain within SLA.

Maintain accurate and up-to-date client information on Salesforce.

Onboard new customers and coordinate with Finance to ensure proper account setup and client code allocation.

Process customer cases for card loading, issuing, and delivery instructions.

Build and maintain strong relationships with clients through proactive communication and accurate, timely responses.

Track activities and productivity in Salesforce and provide reports on quotes, calls, and case volumes.

Competencies

• Strong analytical and problem‑solving ability
• Excellent written and verbal communication
• Customer‑centric approach and commitment to service excellence
• Detail‑oriented and organized with good time management
• Team player who thrives in a fast‑paced environment
• Proficient in CRM systems (Salesforce experience advantageous)

Minimum Requirements

• IT Diploma (NQF Level 6) or equivalent qualification in Information Technology
• 3–5 years' experience in a Customer Support or Office Administration role
• At least 1 year of experience in IT support
• Experience using CRM systems (Salesforce preferred)