As a Senior Live Support Consultant , you’ll be the frontline of our customer experience – the voice, the solution, and the reason our customers keep coming back. If you’re a passionate problem-solver with a customer-first mindset and a knack for turning frustration into delight, this one’s for you.

Your role and responsibilities

Customer Experience & Issue Resolution

• Serve as the first point of contact for customers across all support channels, delivering timely, accurate, and empathetic resolutions
• Investigate and resolve payment-related queries, escalating complex issues where appropriate while maintaining ownership throughout
• Ensure every customer interaction reflects  commitment to accessible, seamless digital payments

Customer Satisfaction

• Consistently achieve and exceed CSAT and NPS targets by delivering high-quality, first-contact resolutions
• Champion the voice of the customer internally by identifying recurring pain points and feeding insights back to relevant teams
• Build trust and loyalty through professional, empathetic, and solution-oriented communication

Operational Performance

• Meet and maintain SLA targets across all support channels – Voice, Email, Chat, and WhatsApp
• Manage workload effectively in a 24/7 shift environment, maintaining quality and accuracy under pressure
• Adhere to all internal processes, compliance standards, and regulatory requirements relevant to the payments industry

Quality, Productivity & Channel Efficiency

• Maintain a high first-response resolution rate across omni-channel interactions
• Accurately log all customer interactions and resolutions within Salesforce (or equivalent CRM), ensuring data integrity and traceability
• Proactively upskill on product updates, payment ecosystem changes, and new tools to remain a subject matter expert

Tool Utilization & Change Management

• Leverage Salesforce and omni-channel support platform to manage, track, and resolve customer interactions efficiently
• Adapt quickly to new system rollouts, process updates, and product changes — embracing continuous improvement as part of the role
• Utilise AI-assisted tools and automation where available to enhance resolution speed and personalise the support experience

You are an ideal candidate if you have

• A Grade 12 (Matric) certificate or relevant equivalent
• Availability and flexibility to work 24/7 rotating shifts
• 5+ years of customer experience in an international support centre environment
• 3+ years working across an omni-channel support environment (Voice, Email, Chat, WhatsApp)
• Solid knowledge of the South African payments landscape
• 2+ years in a card payment environment (advantageous)
• Intermediate computer literacy and the ability to navigate multiple systems simultaneously
• Excellent written and verbal communication skills in English
• Previous experience working on Salesforce (advantageous)

• Are you interested in this position?

   

  Apply by clicking on the “Apply Now” button below!

   

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