Senior Live Support Consultant

About the Role

Ozow, a prominent fintech innovator driving the evolution of digital payments across South Africa and globally, is seeking a seasoned Senior Live Support Consultant to join their dynamic team in Cape Town. This crucial role places you at the forefront of customer engagement, acting as the primary point of contact and the driving force behind exceptional customer experiences. If you possess a profound passion for problem-solving, a truly customer-centric ethos, and a talent for transforming challenging situations into positive outcomes, this opportunity is designed for you. As a senior member of the support team, you will be instrumental in reinforcing Ozow's commitment to providing accessible, secure, and seamless digital payment solutions.

Your primary responsibility will be to serve as the initial touchpoint for customers across all available support channels. This involves delivering resolutions that are not only timely and accurate but also steeped in empathy, ensuring that every interaction leaves a favourable impression. You will delve into customer queries, particularly those concerning payment processing, and effectively resolve them. For more intricate issues, you will escalate them appropriately while diligently maintaining ownership until a satisfactory conclusion is reached.

A key aspect of your role will be championing the customer's voice within Ozow. This means actively identifying recurring pain points and patterns in customer feedback and channeling this valuable insight back to relevant internal teams, thereby contributing to product and service enhancements. Building and nurturing customer trust and loyalty through professional, understanding, and solution-focused communication is paramount.

You will be expected to consistently meet and surpass target metrics, including Customer Satisfaction (CSAT) and Net Promoter Score (NPS), by achieving high rates of first-contact resolutions. Maintaining Service Level Agreement (SLA) targets across all support channels – voice, email, chat, and WhatsApp – is also a critical requirement. Furthermore, you will need to manage your workload effectively within a 24/7 shift environment, upholding both quality and accuracy even under pressure. Adherence to all internal processes, compliance standards, and regulatory requirements pertinent to the payments industry is essential. Accurate logging of all customer interactions and their resolutions within Salesforce, or a similar CRM system, is vital for data integrity and future reference. You will also proactively engage in continuous learning, staying abreast of product updates, changes in the payment ecosystem, and new tools to maintain your expertise. Leveraging support platforms like Salesforce and Ozow's omni-channel suite to manage and resolve interactions efficiently will be a daily practice. Embracing adaptability to new systems, processes, and product changes is key in this role, as is leveraging AI-assisted tools to enhance resolution speed and personalise the customer support journey.

What They're Looking For

Ozow is searching for individuals with a strong foundation in customer support and a specific understanding of the digital payments landscape. A Grade 12 (Matric) certificate or an equivalent qualification is a prerequisite. Candidates must demonstrate the availability and flexibility to work rotating 24/7 shifts, acknowledging the operational demands of a live support environment.

A minimum of five years of experience in customer-facing roles within an international support centre setting is required. Additionally, you should have at least three years of experience working across multiple support channels, including voice, email, chat, and WhatsApp, showcasing your adaptability to an omni-channel support paradigm. Solid knowledge of the South African payments landscape is crucial, and prior experience in a card payment environment would be considered advantageous.

Proficiency in computer literacy, with the ability to navigate multiple systems concurrently, is a must. Excellent written and verbal communication skills in English are non-negotiable, enabling you to articulate solutions clearly and empathetically. Previous experience working with Salesforce is highly desirable, though not strictly mandatory.

This Senior Live Support Consultant role offers a significant opportunity within a rapidly growing fintech company. In South Africa, experienced customer support professionals in the fintech sector, especially those with specialised payment knowledge and senior-level experience, can typically expect competitive remuneration packages, often ranging from R20,000 to R35,000+ per month, depending on skills and experience. Common employers include payment gateway providers, digital banking solutions, and other financial technology firms. Career progression often leads to team leadership roles, dedicated training positions, or specialisation in areas like fraud prevention or complex technical support within the payments industry.

• 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).