Customer Support Agent at MECS (Pty) Ltd

• Join a growing fintech business where you'll play a key role in delivering exceptional customer experiences. This is an ideal opportunity for someone with at least one year of customer support experience in fintech or financial services who is eager to learn, grow, and build a long-term career. You'll become part of a supportive, high-performing team that values collaboration, provides comprehensive training, and offers genuine opportunities for internal career progression.
• Reporting to the Customer Support Team Leader, you'll be the first point of contact for customers, providing support via email, in-app chat and telephone. You'll assist with customer enquiries, resolve day-to-day issues, and ensure every interaction is professional, efficient and customer-focused.
• While full product training is provided, a basic understanding of fintech, digital payments or financial services will help you succeed in this role.

Key Responsibilities: 

• Deliver exceptional customer support via email, in-app chat and telephone.
• Assist customers with day-to-day account and product queries.
• Support customer verification processes and documentation checks.
• Assist with card-related requests and customer account administration.
• Investigate customer issues such as payment queries, transaction disputes, account access and digital wallet enquiries.
• Log, manage and track customer support tickets through to resolution within agreed service levels.
• Escalate complex issues to specialist teams when required.
• Verify customer documentation in accordance with compliance requirements, including FICA and POPIA.
• Maintain accurate customer records within the CRM system.
• Participate in customer engagement and service campaigns from time to time.
• Capture customer feedback and identify opportunities to improve the customer experience.
• Ensure customer information is handled securely and confidentially at all times.

 Minimum Requirements: 

• Matric / Grade 12.
• Minimum 1-2  year's customer service experience within fintech or financial services.
• Basic understanding of digital financial products, online payments or digital wallets. Full training will be provided on company products.
• Clear criminal record, credit record and tax status.
• Experience using CRM or customer support platforms.
• Excellent written and verbal communication skills.
• Strong problem-solving ability and attention to detail.
• Comfortable working in a fast-paced, customer-focused environment.
• Stable home internet connection and a quiet workspace for remote shifts.

We're looking for someone who is:

• Passionate about delivering outstanding customer service.
• Positive, adaptable and eager to learn.
• A strong communicator with a customer-first mindset.
• Comfortable working independently and as part of a collaborative team.
• Organised, reliable and able to manage multiple customer queries simultaneously.
• Open to feedback and committed to continuous improvement.