Customer Service Agent

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.

We’re a data-first organisation built on collaboration, innovation, and purpose: to make digital finance simpler, more inclusive, and more human

.

Role Overvi

ew

The ideal candidate for this role will be responsible to provide an inbound telephonic and electronic digital service to new and existing customers with a view to retaining and generating business by providing outstanding customer servi

ce.

The successful candidate is expected to meet and achieve all department standards that align with business strategy and customer excelle

nce.

The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and enquiries keeping customer satisfaction at the core of every decision and behav

iour.

Position will be based at our offices in Wynberg, Cape

**Town.

Key Responsib**

• ilities

Effectively manage all incoming customer queries on voice and

• digital.Provide an empathetic, engaging, respectful, friendly, professional service to enhance the customer’s exp
• erience.Take accountability for each individual customer interaction by ensuring that the call is resolved to the best of your
• ability.Handle objections appropriately to ensure that positive results are achieved and enhance customer exp
• erience.Display empathy when addressing difficult queries and customers by identifying the customer’s needs, confirming understanding, and then providing the best possible s
• olution.Improve the customer experience and service delivery by providing excellent customer
• service.Achieve benchmarks and targets related to customer excellence – (customer satisfaction) CSAT, CEI (customer experience), QA (quality ass
• urance).Reach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, sales and customer service on voice and digital c
• hannels.Be available to take calls/tickets by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service
• levels.Administer policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adh
• ered to.Proactively exploring ways to improve operational effic
• iencies.Focus on First Contact resolution by ensuring the correct information is shared with the c
• ustomer.Ensure that compliance requirements are met across all pl
• atforms.Logging and capturing all customer and platform information acc
• urately.Adhere to internal systems, policies, and pro
• cedures.Behaving professionally towards customers and col
• leagues.Upsell product offering to new & existing customers in line with required performance standards and
• targets.There may be additional requirements which have not been stipulated above in which case these will be managed in

the KPA

• About YouGrade 12 / Matric or eq
• uivalent.1 year (minimum) Customer service ex
• perience.1-year (minimum) FreshDesk/
• FreshChat1 year (minimum) sales ex
• perience.Effective communication skills (verbal and
• written)Experience in Financial Services/Insuran
• ce sectorClear credit and crimin
• al recordMust be computer literate (email, internet, word a
• nd excel)Excellent telephone etiquette and business writi
• ng skillsClient-driven / centric
• attitudePerformance-driven and results-orientated with a relentless drive t
• o succeedA strong can-do attitude and an energetic positive
• approachExceptional diligence with a thorough approac
• h to workExcellent listening and interpersonal comm
• unicationConducts themselves in a profession
• al mannerCollaborator but able to work inde
• pendentlyComfortable working in an agile en
• vironmentHas the maturity to take accountability for thei
• r outputsKnowledge sharing using emotional intelligence in an empathetic yet impactf
• ul mannerProblem solvin
• g abilityHas the ability to approach demanding situations with

**empathy.

Wha**

t We Offer

The opportunity to work across two of South Africa’s most exciting fint

ech brands.A collaborative environment that encourages experimentation

and growth.The chance to explore AI-driven design innovation as part of a forward-thinking cre

ative team.Hybrid work model with autonomy and f

lexibility.Competitive compensation and benefits within a purpose-led, growth-focused or

ganisation.