A bit about us
Ukheshe and EFT Corporation have recently merged to bring together the best of both worlds; innovation and agility of BaaS solutions, and robust payment solutions infrastructure to offer unparalleled fintech services across Africa. Our two companies, now trading as EFT Corp are poised to redefine the landscape of digital transactions and payments, empowering financial institutions and driving meaningful impact across emerging markets in Africa.
We believe that being bold, curious, having an entrepreneurial mindset, purposeful collaborations and diversity and inclusion are just some of the hallmarks associated with building great teams. We innovate through a culture of ownership, being human and valuing our people’s voice and perspective while creating an opportunity for them to become the best version of themselves and thrive personally and professionally
What we are looking for
Customer Support Agent (South Africa)
About the Role
Role Purpose:
Providing day to day customer and operational support to clients, consumers and the broader business.
Conducting Customer Support:
- Provide customer support within scope of the relevant service level agreements.
- Communicate with current and potential customers via telephone, email or
- WhatsApp chat to resolve any customer/business queries and concerns related to our business.
- Create/escalate/follow up on support tickets.
- Provide relevant feedback to clients/tenants on incident/customer query status.
- Proactive production system monitoring & testing.
- Review of deployment release notes and ensure relevant feedback to tenants/customers.
- Manage the support information confluence space to ensure all relevant support info is captured, structured and up to date.
- Educate and guide L1 tenants to resolve non-technical queries/incidents where needed.
- Taking ownership and responsibility for key tasks/areas you are responsible for.
- Provide suggestions to improve customer experience and support portals.
- Drive customers to rate our support service.
- Manage & prioritise incidents according to the relevant priority and within SLA.
- Capture support related information for purposes of auditing and reporting.
- Maintain a courteous and calm manner at all times to de-escalate stressful situations.
- Listen attentively to questions and concerns and respond promptly with resolution according to company guidelines.
- Provide and respond to feedback about any aspect of the job or its duties.
- Suggest products and services to clients based on their requests and needs.
- Assist with any team member tasks/duties and/or additional functions that the company might fairly require of you.
Team Cohesion:
- Maintaining a technical relationship across teams and within the company.
Time-Sheet Management:
- Time tracking in Jira (Tempo) completed weekly, accurate project code allocation with a min average of 8 hours per workday.
Business Risk Management:
- Compliance with company policies and procedures.
- Complete all periodic mandatory policy and security training in accordance with EFT Corporation’s guidelines.
- Risk mindset applied and business risks actively raised to direct manager.
Way of Work:
- Use of proper punctuation, UK English grammar and spelling.
- Ensure all documents, correspondence etc. are formatted correctly, are neat and accurate.
- All activities are completed with due care and align with accuracy and quality standards.
- Obtain necessary approvals for legal activities aligned with process.
- Identify and / or confirm relevant timeframes / deadlines applicable to the task at hand.
What you need to succeed:
- Higher Certificate (Matric).
- A qualification in customer care or relevant is preferable.
- 3-5 years’ relevant experience working in customer support required.
- Experience in the fintech and payments industry will be advantageous.
- Proficiency with basic computer applications, such as Microsoft Windows,
- Word, and Excel, including Google Sheets.
- Excellent verbal and written communication skills in English
- Ability to analyse customer queries, investigate, escalate and resolve within agreed SLA.
- Knowledge of ZOHO service desk and JIRA advantageous.
- Ability to stand or sit for extended periods of time.
- Ability to remain calm and composed in a fast-paced, high-pressure environment.
- Good empathy and listening skills to de-escalate situations and identify the underlying issues of a problem.
Place of Work: Remote/ Office
Country of Employment: South Africa
Country where services will be rendered: The nature of this role may require the individual to provide services across different entities within the EFT Corporation Group as and when required. This could involve temporary assignments, projects, or responsibilities that extend beyond the specific entity to which the individual is initially assigned. The willingness to adapt and contribute to the broader objectives of the group is essential for success in this role.
Purposeful Impact. Client Focus. Doing the Right Thing, Cultivating Excellence. Teamwork.
We are an Equal Opportunity employer committed to a diverse and representative team. Different opinions, perspectives and personalities push us forward. We want to hear from people who are passionate about their work and align with our values. Regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, neurodiversity or disability – whoever you are, if you’re curious, relentless and customer-obsessed, we want to hear from you.
EFT Corporation does not accept unsolicited resumes from search firms/recruiters. EFT Corporation will not pay any fees to search firms/recruiters if a search firm/recruiter submits a candidate unless an agreement has been entered into concerning the specific open position(s). Search firms/recruiters offering resumes to EFT Corporation on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.
