Customer Support Agent (CRM) (JHB)

SUMMARY:
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POSITION INFO:

ENVIRONMENT:

Our client is a rapidly expanding digital banking platform that redefines traditional banking through innovative, technology-driven solutions. Renowned for delivering seamless digital experience, cost-effective services, and a customer-first approach, the Bank operates with a lean team and a flat hierarchy that fosters agility and dynamic collaboration. They are urgently seeking highly motivated, customer-focused professionals to join their Customer Relationship Management (CRM) team. This role uniquely blends customer support with compliance responsibilities, ensuring that clients receive exceptional service while upholding the highest ethical standards.

DUTIES:

• Provide exceptional customer service via digital platforms, ensuring queries and complaints are resolved efficiently.
• Conduct customer verification and compliance checks.
• Investigate complex issues and if necessary, escalate to the appropriate internal teams.
• Use critical thinking to spot trends, potential fraud patterns, and customer pain points.
• Maintain a high level of technical savviness to assist customers with app-related issues and banking technology.
• Work in shifts (08:00-18:00 or 12:00-21:00), including weekend rotations (one weekend every four to five weeks, with a corresponding Thursday and Friday off).
• Collaborate with the team in a hybrid work environment, attending in-office meetings once a week.

REQUIREMENTS:

• Bachelor’s Degree preferred but not required (consideration for strong candidates with relevant experience).
• Experience in Customer Service, Hospitality, or Compliance preferred.
• High emotional intelligence and ability to read customer needs effectively.

ATTRIBUTES:

• Strong critical thinking and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and adapt to a fast-paced startup environment.