Cape Town Region: 1st Line Support Specialist – FTC posted by Finchoice

Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands Pay Just Now and FinChoice empower millions of South Africans through innovative Payments, Lending, and Insurance solutions. Were a data-first organisation built on collaboration, innovation, and purpose: to make digital finance simpler, more inclusive, and more human. Role Overview As a 1st Line Support Specialist, you are the first voice our customers hear and the first problem-solver they meet. Youll handle inbound queries across live chat and email, resolving the majority of issues independently while knowing exactly when and how to escalate. This is a fast-paced, customer-facing role that requires clear communication, genuine empathy, and the technical confidence to guide customers through common mobile and account issues. Beyond resolving individual queries, youll play a key role in spotting patterns flagging recurring issues, emerging trends, and customer pain points that feed valuable product and network insights back to the broader team. Your frontline perspective helps shape how we improve. Scope This role covers PayJustNow and MVNO / PJN Mobile customer support operations, including inbound live chat and email query resolution, escalation management, CRM record-keeping, and frontline issue identification. The role requires sound knowledge of mobile self-service flows, billing processes, and customer communication standards to deliver a consistent, high-quality support experience. Key Responsibilities Live Chat Support Respond to inbound chat sessions within a 2-minute first-response SLA. Handle multiple concurrent chats (typically 34) while maintaining quality and accuracy. Greet customers by name, verify identity, and resolve queries independently where possible. Use pre-approved quick-reply templates to maintain fast, consistent response times. Never close a chat without the customers issue being fully resolved or clearly escalated. Email Support Acknowledge all inbound emails within 1 hour during business hours and fully resolve or escalate within 24 hours. Handle Pay Just Now transaction queries, billing disputes, account verification, refund requests, and general product questions. Always give the customer a clear next step confirm what has been escalated and by when. Log every interaction in the CRM with issue type, resolution, and outcome tag correctly for reporting. Common Query Types Youll Own Balance enquiries guide via *135 or app (airtime, data, voice, SMS). Bundle activation, top-up, and voucher redemption assistance. Data not working APN troubleshooting, SIM re-seat, and device restart guidance. Depletion alerts, opt-out requests, and out-of-bundle usage queries. Please Call Me, voicemail setup (dial 132), and USSD session issues. Airtime from banking app not received escalate with MSISDN and bank reference number. Number porting queries, RICA verification, and account management requests. Escalation Management Know exactly what to own and what to escalate never escalate without the full customer context (MSISDN, issue timeline, steps already taken, and any reference numbers). Escalate to 2nd Line / Technical team for SIM registration failures, persistent data issues, network anomalies, or unresolvable USSD errors. Escalate to Billing / Finance for refund requests, unexplained deductions, or Pay Just Now payment mismatches. Flag recurring issues to the team lead immediately five customers reporting the same issue in a shift is an incident, not individual queries. About You 12 years of experience in a customer-facing support role; telecoms or fintech experience is a strong advantage. Excellent written communication clear, warm, and on-brand across chat and email. Able to stay calm and solution-focused under pressure in a fast-paced environment. Comfortable working with USSD menus, basic APN settings, and mobile network concepts. Highly organised you log every interaction, flag recurring issues, and keep your CRM records clean and accurate. A collaborative team player who contributes to the knowledge base and shares what they learn Core Strengths Strong interpersonal and written communication skills Practical troubleshooting ability for common mobile and account issues Familiarity with CRM tools, ticketing systems, and support workflows Customer-centric mindset with a genuine desire to resolve and improve Pattern recognition able to identify and escalate recurring issues before they become incidents What We Offer The opportunity to work across two of South Africas most exciting fintech brands. A collaborative environment that encourages growth, learning, and contribution. A clear progression path high performers are supported to move into 2nd line technical or specialist roles. Hybrid work model with autonomy and flexibility. Competitive compensation and benefits within a purpose-led, growth-focused organisation.