Customer Support Specialist – Payments & Transaction Monitoring (26111)

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! Preference will be given to candidates who can start in November. 

 

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

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)

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.

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