Customer Support Agent

2 days ago

Cape Town, Western Cape, South Africa The Legends Agency Full time

Customer Support Agent
Join a High-Growth Fintech Start-Up Powering Global Payments
Claremont, Cape Town | R 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 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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