Customer Support Agent

16 hours ago

Cape Town, South Africa The Legends Agency Full time

Customer Support Agent Join a High-Growth Fintech Start-Up Powering Global Payments Claremont, Cape Town | R10 000 - R15 000 | Shift-Based (7am - 3pm, 3pm - 12am) About Our Client Our client is a dynamic South African fintech company providing secure and seamless online payment solutions across diverse industries such as e-commerce and iGaming. With a focus on innovation, speed, and simplicity, they're building a lean, collaborative team that's transforming how digital transactions happen locally and globally. The Role: Customer Support Agent As a Customer Support Agent, you'll be on the front lines of client communicationresolving queries, investigating complex payment issues, and escalating risks or fraudulent activity when needed. This is a fast-paced, high-accountability role within a 24/7 support environment, ideal for someone who thrives on problem-solving and delivering excellent service. Key Responsibilities Minimum 6 - 12 months experience in customer support/service (preferably in fintech, payments, or online platforms) Monitor and respond to customer queries across Telegram, Slack, Email, and other platforms within SLA timeframes Investigate failed/declined transactions, chargebacks, reversals, or payout delays and resolve issues end-to-end Escalate suspicious behaviour or fraud patterns to Risk/Operations and ensure proper closure Deliver consistent support across shift rotations, including weekends and public holidays Maintain clear, professional communication and accurate records in helpdesk tools Continuously contribute to improving support processes and client satisfaction About You 6 to 12 months in a customer-facing role, ideally within payments, fintech, e-commerce or iGaming Matric (Grade 12) required; tertiary education in marketing or a related field is a plus Analytical and investigative mindset with strong attention to detail Confident communicator with excellent written and spoken English Fast and accurate typing; tech-savvy with Telegram, Slack, email and CRM systems (e.g. Zendesk, Intercom) Comfortable with shift-based work (7am - 3pm, 3pm - 12am, including weekends and public holidays) Team player, adaptable, and comfortable in a high-growth, startup environment

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