Customer Service Consultant at Hello Group

We are seeking a highly attentive and responsible Customer Service Consultant to join our Fraud & Risk Department. This role is critical in ensuring customer concerns related to security, suspicious activity, and account irregularities are handled professionally, efficiently, and with the highest level of discretion and care. The consultant will manage queries, process tickets, and escalate concerns to the relevant departments as needed.

Duties and Responsibilities    
Key Responsibilities:

• Handle inbound and outbound customer queries related to fraud and risk matters via phone, email, and ticketing systems.
• Accurately log and manage tickets through the internal system, ensuring queries are resolved within agreed timelines.
• Identify suspicious activity and escalate urgent or complex issues to the relevant internal teams (Fraud, Legal, Compliance, IT Security, etc.).
• Liaise with multiple departments to ensure customer issues are thoroughly investigated and resolved.
• Educate customers on security best practices, fraud prevention tips, and steps to take following a suspected breach or incident.
• Assist with any special investigations or reports required by the fraud and risk teams.
• Maintain up-to-date knowledge of fraud trends, system protocols, and risk procedures.
• Ensure compliance with internal policies and external regulatory requirements when handling sensitive customer information.

Minimum Requirements    
Minimum Requirements (Non-Negotiable):
Education:

• Matric Certificate (Grade 12)

Experience:

• Minimum 2 years working in a customer service consultant role
• Experience in a finance, telecommunications, risk, fraud, or security-focused environment
• Experience handling customer complaints, escalations, and sensitive information

Preferred Experience:

• Exposure to or previous work in a Fraud, Risk or Compliance customer service team
• Knowledge of regulatory standards applicable to financial or telecommunications services
• Experience using ticketing, CRM, or workflow platforms (e.g., Zendesk, Freshdesk, Salesforce, etc.)

Non-Negotiable Exposure / Knowledge On:

• Customer service principles and best practices
• Ticketing systems and escalation protocols
• Handling confidential and sensitive customer information
• MS Office Suite (Outlook, Excel, Word)

Key Skills & Competencies:

• Strong communication skills – clear, professional, and empathetic in both written and verbal communication
• High attention to detail and accuracy when capturing or reviewing customer information
• Ability to remain calm and focused under pressure, particularly when dealing with escalated or emotionally sensitive situations
• Discretion and sound judgment in handling confidential or potentially fraudulent matters
• Strong problem-solving skills and the ability to work independently and in a team
• Time management and prioritisation skills in a high-volume environment

Deadline:5th July,2025