Hybrid FinTech 1st Line Support Specialist

Weaver Fintech Ltd; Wes-Kaap; Hybrid; ZAR 180,000 - 270,000; Full time

Benefits offered by this job

Hybrid work model

Growth opportunities

Competitive compensation

Job summary

Weaver FinTech Group in South Africa seeks a 1st Line Support Specialist to be the first voice for customers across live chat and email. You will resolve common mobile and account issues, document interactions, and escalate when needed, while maintaining empathy and clear communication.

You will monitor patterns, contribute to knowledge base, and help improve PayJustNow and MVNO support operations. A 1–2 year customer-facing background in telecoms or fintech is preferred, with comfortable CRM

Qualifications

• 1–2 years of experience in a customer-facing support role; telecoms or fintech experience is a strong advantage.
• Excellent written communication — clear, warm, and on-brand across chat and email.
• Able to stay calm and solution-focused under pressure in a fast-paced environment.

Responsibilities

• Respond to inbound chat sessions within a 2-minute first-response SLA.
• Handle multiple concurrent chats (typically 3–4) while maintaining quality and accuracy.
• Greet customers by name, verify identity, and resolve queries independently where possible.
• Use pre-approved quick-reply templates to maintain fast, consistent response times.
• Never close a chat without the customer’s issue being fully resolved or clearly escalated.
• Acknowledge all inbound emails within 1 hour during business hours and fully resolve or elevate within 24 hours.
• Handle Pay Just Now transaction queries, billing disputes, account verification, refund requests, and general product questions.
• Always give the customer a clear next step — confirm what has been escalated and by when.
• Log every interaction in the CRM with issue type, resolution, and outcome — tag correctly for reporting.

Skills

Customer support

Written communication

CRM usage

Problem solving

Tools

CRM software

Ticketing systems

Job description

Weaver FinTech Group in South Africa seeks a 1st Line Support Specialist to be the first voice for customers across live chat and email. You will resolve common mobile and account issues, document interactions, and escalate when needed, while maintaining empathy and clear communication.

You will monitor patterns, contribute to knowledge base, and help improve PayJustNow and MVNO support operations. A 1–2 year customer-facing background in telecoms or fintech is preferred, with comfortable CRM