Payfast by Network: Customer Service Specialist | Cape Town, Western Cape
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About Us:
Payfast by Network is a prominent Fintech organization in Africa, dedicated to accelerating the continent’s digital economy through innovative payment solutions. Our in-house developed products enable swift and secure business transactions, supporting local and international trade.
Position: Customer Service Specialist
Location: Cape Town, Western Cape
Reporting To: Customer Service Manager
Daily Supervision: Customer Service Team Lead
Role Overview:
We are seeking a dedicated Customer Service Specialist to join our team, focusing on delivering outstanding service to both internal and external stakeholders through all supported platforms within company-specified timeframes.
Team Environment:
In this role, you will thrive if you enjoy working in a dynamic and fast-paced setting. Our ideal candidate values collaboration, embraces change, and is motivated by a culture that encourages feedback and self-improvement.
Key Responsibilities:
- Deliver excellent customer service to all stakeholders, adhering to departmental quality standards.
- Efficiently resolve queries logged via supported platforms, focusing on e-commerce and Level 1 POS issues.
- Provide courteous and genuine service in line with company policies.
- Offer innovative solutions to customer queries.
- Follow support protocols to meet business needs.
- Manage workload proactively using relevant company platforms.
- Retain merchants through superior service.
- Provide technical support as needed (Fintech knowledge is advantageous).
- Collaborate with internal and external stakeholders to resolve issues and enhance service delivery.
- Continuously seek to learn and improve within the business.
- Demonstrate a commitment to customer satisfaction and service excellence.
- Work effectively within a dynamic, adaptable team environment.
- Be open to feedback, mentoring, and coaching for growth.
- Take accountability for tasks, ensuring proficient completion.
- Conduct follow-up calls to ensure customer satisfaction and issue resolution.
Requirements:
- Matric or equivalent (Tertiary qualification advantageous).
- Minimum 2 years of experience in a customer service role, dealing with e-commerce and POS queries.
- Experience with e-commerce, online payment processes, POS systems, and technical support.
- Detail-oriented with a high value on accuracy.
- Familiarity with various operating systems and network concepts.
- Proficiency in support ticketing systems and CRM software.
- Excellent interpersonal and communication skills, both written and verbal.
- Ability to work independently and as part of a team.
- Strong problem-solving skills and attention to detail.
- Willingness to work shifts, including weekends and public holidays if necessary.
For more opportunities apply below
- Capitec Bank: Bank Better Champion
- Hollywoodbets: Customer Service Consultant X6
- Rand Water: Project Administrator X2
About PayFast:
Founded in 2007, PayFast has become one of South Africa’s leading online payment gateways. As part of the DPO Group, acquired by Network International in 2021, we operate in 21 countries, supporting over 60,000 merchants across Africa.
What We Offer:
- Company pension
- 21 days of annual leave
- Study leave
- Special birthday leave
- Great company culture
- Access to learning and development
- Onsite Barista for your coffee needs
- And much more
Availability:
We are looking to fill this role as soon as possible, but we are willing to wait for the perfect candidate.
If this role excites you and you believe you’d thrive in our environment, please apply now.