Customer Support Agent (CRM) (JHB) at Datafin Recruitment

ENVIRONMENT:

• Our client is a rapidly expanding digital banking platform that redefines traditional banking through innovative, technology-driven solutions.
• Renowned for delivering seamless digital experience, cost-effective services, and a customer-first approach, the Bank operates with a lean team and a flat hierarchy that fosters agility and dynamic collaboration.
• They are urgently seeking highly motivated, customer-focused professionals to join their Customer Relationship Management (CRM) team.
• This role uniquely blends customer support with compliance responsibilities, ensuring that clients receive exceptional service while upholding the highest ethical standards.

DUTIES:

• Provide exceptional customer service via digital platforms, ensuring queries and complaints are resolved efficiently.
• Conduct customer verification and compliance checks.
• Investigate complex issues and if necessary, escalate to the appropriate internal teams.
• Use critical thinking to spot trends, potential fraud patterns, and customer pain points.
• Maintain a high level of technical savviness to assist customers with app-related issues and banking technology.
• Work in shifts (08:00-18:00 or 12:00-21:00), including weekend rotations (one weekend every four to five weeks, with a corresponding Thursday and Friday off).
• Collaborate with the team in a hybrid work environment, attending in-office meetings once a week.

REQUIREMENTS:

• Bachelor’s Degree preferred but not required (consideration for strong candidates with relevant experience).
• Experience in Customer Service, Hospitality, or Compliance preferred.
• High emotional intelligence and ability to read customer needs effectively.

ATTRIBUTES:

• Strong critical thinking and problem-solving abilities.
• Excellent communication and interpersonal skills.
• Ability to work under pressure and adapt to a fast-paced startup environment.