Customer Service Positions at Weaver Fintech Ltd

Role Overview

• The ideal candidate for this role will be responsible to provide an inbound telephonic and electronic digital service to new and existing customers with a view to retaining and generating business by providing outstanding customer service.
• The successful candidate is expected to meet and achieve all department standards that align with business strategy and customer excellence.
• The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and enquiries keeping customer satisfaction at the core of every decision and behaviour.

Position will be based at our offices in Wynberg, Cape Town.

Key Responsibilities

• Effectively manage all incoming customer queries on voice and digital.
• Provide an empathetic, engaging, respectful, friendly, professional service to enhance the customer’s experience.
• Take accountability for each individual customer interaction by ensuring that the call is resolved to the best of your ability.
• Handle objections appropriately to ensure that positive results are achieved and enhance customer experience.
• Display empathy when addressing difficult queries and customers by identifying the customer’s needs, confirming understanding, and then providing the best possible solution.
• Improve the customer experience and service delivery by providing excellent customer service.
• Achieve benchmarks and targets related to customer excellence – (customer satisfaction) CSAT, CEI (customer experience), QA (quality assurance).
• Reach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, sales and customer service on voice and digital channels.
• Be available to take calls/tickets by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service levels.
• Administer policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to.
• Proactively exploring ways to improve operational efficiencies.
• Focus on First Contact resolution by ensuring the correct information is shared with the customer.
• Ensure that compliance requirements are met across all platforms.
• Logging and capturing all customer and platform information accurately.
• Adhere to internal systems, policies, and procedures.
• Behaving professionally towards customers and colleagues.
• Upsell product offering to new & existing customers in line with required performance standards and targets.
• There may be additional requirements which have not been stipulated above in which case these will be managed in the KPA

About You

• Grade 12 / Matric or equivalent.
• 1 year (minimum) Customer service experience.
• 1-year (minimum) FreshDesk/FreshChat
• 1 year (minimum) sales experience.
• Effective communication skills (verbal and written)
• Experience in Financial Services/Insurance sector
• Clear credit and criminal record
• Must be computer literate (email, internet, word and excel)
• Excellent telephone etiquette and business writing skills
• Client-driven / centric attitude
• Performance-driven and results-orientated with a relentless drive to succeed
• A strong can-do attitude and an energetic positive approach
• Exceptional diligence with a thorough approach to work
• Excellent listening and interpersonal communication
• Conducts themselves in a professional manner
• Collaborator but able to work independently
• Comfortable working in an agile environment
• Has the maturity to take accountability for their outputs
• Knowledge sharing using emotional intelligence in an empathetic yet impactful manner
• Problem solving ability
• Has the ability to approach demanding situations with empathy.

What We Offer

• The opportunity to work across two of South Africa’s most exciting fintech brands.
• A collaborative environment that encourages experimentation and growth.
• The chance to explore AI-driven design innovation as part of a forward-thinking creative team.
• Hybrid work model with autonomy and flexibility.
• Competitive compensation and benefits within a purpose-led, growth-focused organisation.

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What You'll Do:

• Handle inbound customer queries via live chat and email, delivering fast, friendly, and accurate responses.
• Troubleshoot issues and offer clear, solution-focused support.
• Work closely with internal teams (tech, sales, and finance) to resolve complex queries.
• Meet daily productivity and quality targets in line with SLAs.
• Identify and report common customer pain points to improve our processes.

What We’re Looking For:

• NQF 4 / Matric is essential
• 2+ year experience in digital customer service (chat and email support are both essential).
• 1+ year experience working with Freshchat, Freshdesk or a familiar CRM
• Tech-savvy and able to navigate multiple platforms at once.
• A fast learner and self-starter – we need someone who can hit the ground running.
• Strong written communication skills with excellent grammar and tone.
• Proven ability to multitask and remain calm under pressure.
• Flexible and adaptable to a changing, scale-up environment.

Bonus Points If You Have:

• Exposure to tools like Zendesk, or Intercom.
• Exposure for fintech, e-commerce, or digital payments.
• Familiarity with CRM systems and ticketing workflows.

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Role Overview 

• The ideal candidate for this role will be responsible to telephonically market the Company’s wide range of products to existing customers with a view to retaining and generating business revenue targets and profitability, whilst maintaining a high level of customer satisfaction.

Key Performance Areas

Sales performance

• Ensure agreed KPA’s and sales targets are achieved in line with business requirements
• Assist in increasing sales revenue within the Telemarketing department
• Efficiency and Productivity
• Reach performance targets relating to productivity, adherence, turnaround, time keeping and qualityBe available to make Contacts by avoiding unnecessary time spent in after Contact activities or breaks in order to provide agreed service levels
• Administer policies in an organised and efficient manner ensuring that outstanding tasks are up to date and departmental service standards are adhered to at all times
• Constantly and proactively look for ways to improve efficiencies through performance, communications, procedures and systems

Customer service

• Ensure a polite, friendly, efficient and professional service is offered by acting as an ambassador for FinChoice
• Taking responsibility for each individual Contact by ensuring that advise is always given in the customer’s best interests
• Handle objections appropriately to ensure that positive results are achieved and enhance customer delight
• Work towards continuously improving the customer experience and service delivery

Quality standards

• Focus on “getting it right first time” to ensure that correct and precise information is relayed to customers
• Capture all details of the customer, call log and sales transactions
• accurately onto the system
• Adhere to internal systems, policies, procedures and requirements

Qualifications & Accreditations

• Grade 12 / Matric or equivalent

Experience & Skills

• 1 Year sales experience in a target-driven environment (preferably in a contact centre)
• Computer literate

Attribute & Behaviours

• Energetic & positive attitude
• A strong customer focus
• Good communication and listening skills
• Excellent sales ability
• Team player but able to work independently
• Excellent telephonic manner

What We Offer

• The opportunity to work across two of South Africa’s most exciting fintech brands.
• A collaborative environment that encourages experimentation and growth.
• The chance to explore AI-driven design innovation as part of a forward-thinking creative team.
• Hybrid work model with autonomy and flexibility.
• Competitive compensation and benefits within a purpose-led, growth-focused organisation.