Escalations Agent - Funded Channel at iStore

Job Description

• iStore is Africa’s largest Apple Premium Reseller, offering world-class Apple products, services, and customer experiences through a nationwide retail footprint and online platform.
• As part of the Core Group, iStore partners closely with leading Telco providers and financial institutions to deliver innovative funded channel solutions to customers.
• Driven by a passion for technology and service excellence, iStore continues to grow rapidly, creating opportunities for talented professionals to make a meaningful impact in a dynamic retail environment.

About the Role

• We are seeking a proactive and resilient Escalations Agent to join our Funded Channel Central Support team at iStore Head Office.
• This role is responsible for managing escalated queries relating to funded transactions, working within strict SLA timelines to resolve complex or unresolved cases.
• You will serve as the central point of contact for funding-related escalations, collaborating closely with internal departments and Telco partners to drive timely resolutions, identify root causes, and support continuous process improvement.

Key Responsibilities

• Own and resolve all escalations related to funded transactions within agreed SLA timeframes
• Liaise with internal teams including Finance, Retail, Vetting, and Support to investigate and close out cases
• Work closely with Telco partners to escalate and follow up on external issues
• Accurately document and track each escalation, ensuring clear outcomes and next steps are recorded
• Contribute to root cause analysis and support process improvement initiatives
• Maintain professional, customer-focused communication in high-pressure situations
• Ensure all cases are managed with urgency, accuracy, and attention to detail

Required Skills and Experience

• 2+ years’ experience in a customer service, operations, or support environment
• Strong written and verbal communication skills
• Proven ability to manage high-pressure escalations with urgency and diplomacy
• Understanding of funded transactions, credit vetting, and Telco operations
• Experience working with CRM or ticketing systems (e.g. Zendesk, Jira)
• Highly organised with strong problem-solving capability
• Comfortable working weekends as part of a rotating schedule