Support Agent - Shona or Venda

SUPPORT CENTRE AGENT

Industry: Financial Services / Payment Solutions
Department: Support Centre
Position: Support Centre Agent
Location: Pretoria, Gauteng
Reporting to: Support Centre Manager
Employment Type: Permanent

POSITION OVERVIEW

An established financial services and payment solutions organisation is seeking a customer-focused and technically minded Support Centre Agent to join its Support Centre team.

The successful candidate will be responsible for providing professional first-line customer and technical support, assisting clients with product and system-related queries, troubleshooting issues and managing service requests through to resolution.

This is a customer-facing support role requiring excellent communication skills, strong administrative ability and a genuine commitment to delivering an exceptional customer experience. The individual must be comfortable working in a structured, fast-paced environment, managing multiple queries and escalating more complex technical issues when necessary.

KEY RESPONSIBILITIES

1. Client Support and Technical Assistance

• Provide professional first-line customer and technical support to clients.
• Assist with product, payment, system and operational queries.
• Troubleshoot technical issues and resolve queries in accordance with established procedures.
• Take ownership of client queries from initial contact through to resolution.
• Escalate unresolved or complex incidents to the relevant departments.
• Provide remote support and guide clients on product functionality and system usage.
• Conduct basic validation and testing where required.
• Keep clients informed of progress and resolution timelines.
• Identify recurring issues and provide feedback on possible product or process improvements.

2. Incident Management and Administration

• Log and maintain all customer interactions, incidents and service requests on the CRM system.
• Ensure customer records and incident information are accurate and up to date.
• Monitor outstanding queries and follow up timeously.
• Maintain detailed progress notes, communication records and resolution updates.
• Ensure incidents are managed through to completion.
• Record customer feedback and suggestions.
• Maintain accurate documentation and audit trails.

3. Customer Service and Communication

• Deliver professional, courteous and efficient customer service across telephone and email channels.
• Build positive relationships with clients through effective communication.
• Demonstrate patience, empathy and professionalism when handling complaints or difficult conversations.
• Manage customer expectations and ensure commitments are honoured.
• Maintain consistent telephone etiquette and service standards.
• Take accountability for customer interactions and ensure appropriate feedback is provided.

4. Teamwork and Continuous Improvement

• Work collaboratively with colleagues and other departments to resolve client queries.
• Share product knowledge and best practices with team members.
• Participate in departmental meetings, training and development initiatives.
• Maintain up-to-date knowledge of products, systems and procedures.
• Identify opportunities to improve customer service and operational efficiency.
• Assist with departmental projects and initiatives when required.

5. Compliance and Information Security

• Adhere to company policies, procedures and standard operating practices.
• Maintain confidentiality of customer and company information.
• Comply with applicable data protection and information security requirements.
• Identify and report potential information security risks.
• Maintain ethical and professional conduct at all times.

MINIMUM REQUIREMENTS

• Matric (Grade 12) or equivalent qualification (NQF Level 4). - Essential
• Fluent in English and Shona or Venda - Essential
• Basic computer literacy and working knowledge of Microsoft Office.
• Good written and verbal communication skills.
• Ability and willingness to work rotating shifts. – non negotiable
• Valid driver's licence and access to reliable transport. – Non Negotiable

PREFERRED REQUIREMENTS

• Previous experience in a customer service, call centre, technical support or client services environment.
• Exposure to CRM systems, incident logging or service request management.
• Experience assisting customers with software, payment solutions or system-related queries.

REQUIRED SKILLS AND COMPETENCIES

• Excellent customer service orientation.
• Strong verbal and written communication skills.
• Good problem-solving and troubleshooting ability.
• Conflict management and complaint-handling skills.
• Strong organisational and administrative skills.
• Ability to prioritise and manage multiple tasks.
• Attention to detail and accurate record-keeping.
• Teamwork and collaboration.
• Professionalism, patience and empathy.
• Accountability and the ability to take ownership of queries.
• Adaptability and willingness to learn new products and systems.

PERFORMANCE EXPECTATIONS

The successful candidate will be expected to:

• Deliver consistently high standards of customer service.
• Resolve customer queries efficiently and effectively.
• Maintain accurate CRM records and incident documentation.
• Demonstrate sound product and system knowledge.
• Manage incidents and follow-ups within the required timeframes.
• Meet departmental quality assurance and service standards.
• Maintain dependable attendance and punctuality.
• Participate in ongoing training, coaching and product knowledge assessments.
• Adhere to all operational, regulatory and compliance requirements.

IDEAL CANDIDATE PROFILE

We are looking for a service-driven individual who enjoys assisting people, has a natural ability to communicate and can remain calm and professional when dealing with challenging situations.

The ideal candidate will combine strong customer service skills with an interest in technology and problem-solving. They should be proactive, detail-oriented and able to take ownership of customer queries rather than simply passing issues on to others.

The ability to communicate fluently in English and Shona or Venda, together with flexibility to work rotating shifts, is essential.