About the position
ENVIRONMENT:
Are you passionate about fintech, digital payments, and customer experience? Do you thrive in a fast-paced environment where you can solve problems, analyze transactions, and help merchants succeed? If so, our Client wants you on their team as a Customer Support Specialist (Payments & Transaction Monitoring). If you're ready to play a pivotal role in the digital payments space and help shape the future of financial technology across Africa, they would love to have you join their team!
Working Hours: This role operates on a rotating shift schedule, which includes:
- Morning Shift: 7:00 AM – 3:00 PM or 4:00 PM
- Afternoon / Night Shift: 3:00 PM or 4:00 PM – 12:00 AM
- Weekend Shifts: 8:00 AM – 5:00 PM (on rotation, not every weekend)
DUTIES:
- Customer Support & Guidance – Provide exceptional customer support, guiding merchants and users through payment processes.
- Monitor & Investigate Transactions – Search payments, track movements, and resolve issues.
- Merchant Support & Guidance – Help businesses navigate their dashboards, understand payment flows, and handle queries.
- Analyze & Solve Issues – Dive deep into transaction trends, identify problems, and recommend solutions.
- Optimize Payment Operations – Adjust, enable, or disable payment channels when needed.
- Ensure Accuracy – Review customer support responses and provide coaching to enhance quality.
- Troubleshoot & Improve – Work with eCommerce merchants to resolve plugin and payment method issues.
REQUIREMENTS:
- Matric (Grade 12) required. Any other skills will be beneficial such as, but not limited to, marketing, graphic designing, business development, sales etc.
- Experience in fintech, payments, or transaction monitoring (or a strong interest in the industry).
- Willing to work Afternoon / Night Shift
ATTRIBUTES:
- A sharp analytical mindset – you love spotting patterns and solving problems.
- Excellent communication skills – you can break down complex issues for merchants and teams.
- Ability to work in a dynamic, high-growth environment and adapt to evolving challenges.
- Tech-savvy & Computer Literate – Comfortable working with payment platforms, dashboards, reporting tools, and troubleshooting digital issues.
- Fluent in English – Strong verbal and written communication skills.
Desired Skills:
- Banking
- Customer Care
- Customer Support
- Payments
About The Employer:
Customer Support Specialist (Payments & Transaction Monitoring)
