Fintech Customer Support Specialist

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

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.