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Open nowFirst seen 2 days ago

Customer Support Specialist

IContactbpo25 open roles

Where
Randburg, South Africa
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Your applicationOpen nowCustomer Support SpecialistIContactbpo · Randburg, South Africa

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on IContactbpo's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

12.1% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.1%7 days
  4. 19.1%14 days
  5. 35.6%30 days
  6. 52.7%60 days
This job: first seen 2 days ago

The posting

Job Summary

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.

Skills & Competencies

  • Excellent verbal and written communication skills.
  • Strong customer service orientation.
  • 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.
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What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against IContactbpo's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on IContactbpo's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    IContactbpo's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

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  6. The interview in your calendar

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    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
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