Fresh Jobs at Cape Town

Your Role & Responsibilities

• Quality Control Monitoring – Monitor production for compliance to internal and customer standards.
• Problem Solving – Gather and Analyse data to determine root causes internally and externally using quality tools)
• Conduct internal process (VDA6.3) and QA effectiveness audits.
• Conduct training and mentoring of quality auditors.                                                  
• Provide weekly update of time and attendance.

Abilities

• Good organizational and administration ability
• Strong decision-making ability and pro-active approach
• Strong ability to negotiate, motivate and persuade
• Ability to work and communicate in a team

Minimum Requirements

• Degree/ Diploma in Quality Management/ Mechanical Engineering.
• VDA6.3 / ISO19011 Auditor Qualification
• Core Tools

Preferred Requirements

• At least 5 years’ experience in the automotive sector with a proven track record of APQP application and Quality.
• Minimum 2 years’ experience with Original Equipment Manufacturer.
   

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About the Role

• Happy Pay is looking for a Customer Support Agent to be the first point of contact for our customers — the South Africans using Happy Pay to shop smarter and pay less. This role sits within the Customer Operations team and is central to delivering the kind of experience that sets Happy Pay apart.
• Our customers interact with us primarily via WhatsApp, with additional channels including Facebook and email. You will work across these channels to resolve queries, investigate issues, and ensure every customer leaves the interaction feeling heard and helped. You'll work daily across our omni-channel helpdesk platform, data reporting tools, and internal admin systems, collaborating closely with the collections, finance, and tech teams to get things done.
• This is a hands-on role for someone who is empathetic, sharp, and comfortable navigating a fast-growing fintech environment where processes are maturing and no two days are exactly alike.

Key Responsibilities
Customer Query Management

• Serve as the first point of contact for customers across WhatsApp, Facebook, and email channels.
• Respond to all inbound queries promptly and professionally, aiming for same-day resolution where possible.
• Handle a wide range of queries including OTP issues, account activation, bank linking, KYC verification, order status, late fees, and payment-related questions.
• Use canned responses and knowledge base materials to ensure consistent, accurate communication.
• Maintain a calm, professional, and empathetic tone — including when customers are frustrated or under financial stress.

Issue Investigation & Resolution

• Investigate customer issues using our internal admin portal, data reporting platform, and payment gateway to diagnose root causes.
• Resolve straightforward issues directly (e.g. OTP resets, account activations, payment status updates).
• Log and batch bank linking issues for escalation to our bank linking partner, and communicate turnaround times clearly to customers.
• Escalate technical issues to the engineering team with clear, well-documented context to enable fast resolution.
• Track open tickets through to resolution, following up proactively and keeping customers updated throughout.

Refunds & Order Queries

• Investigate and action refund requests, coordinating with merchants and the finance team where required.
• Process refunds via our payment gateway once authorised, ensuring all verification requirements are met.
• Escalate force-refund scenarios or complex disputes to team leads with all relevant context clearly documented.
• Liaise with merchants on behalf of customers regarding order fulfilment, returns, and outstanding refunds.
• Log all refund activity accurately in the relevant tracking systems.

KYC & Verification Support

• Assist customers experiencing difficulties with the selfie verification process via our KYC implementation partner.
• Collect and log relevant device and operating system details to support technical investigation.
• Communicate clearly with customers about verification status and next steps, without overpromising timelines.
• Escalate verification failures and repeat retry cases to the appropriate internal or third-party team.

Account & Payment Management

• Update customer account details where permitted (e.g. phone numbers, contact information).
• Respond to queries about payment schedules, instalments, late fees, and account balances.
• Identify and escalate billing errors or incorrectly applied fees for correction.
• Process Do Not Contact (DNC) requests accurately and promptly.

Documentation & Continuous Improvement

• Contribute to the development of canned responses, FAQs, and the internal knowledge base.
• Flag recurring issues or patterns to team leads to enable systemic fixes.
• Maintain accurate records of all customer interactions and resolutions in our helpdesk platform.
• Participate actively in team meetings, training sessions, and process improvement initiatives.

Requirements
What We're Looking For

• Matric certificate required; a diploma or degree in Business, Communications, or a related field is advantageous.
• 1-2 years' experience in a customer service, support, or operations role — fintech, e-commerce, or financial services experience is a plus.
• Excellent written communication skills in English — clear, professional, and empathetic.
• Comfortable working across multiple digital platforms and tools simultaneously.
• High attention to detail and accuracy when investigating and documenting issues.
• Strong problem-solving ability — able to work through ambiguous situations methodically.
• Ability to manage a high volume of queries and prioritise effectively under pressure.
• Familiarity with CRM or helpdesk platforms is beneficial.
• Comfortable using data and reporting tools to look up account and transaction information.
• Reliable, punctual, and committed to being responsive during core support hours.

What You're Like
You are someone who:

• Genuinely cares about helping people and takes pride in resolving problems properly — not just closing tickets.
• Stays calm and professional under pressure, especially when customers are frustrated.
• Asks the right questions before escalating, and gives clear context when they do.
• Spots patterns and speaks up when something keeps going wrong.
• Is self-organised and doesn't need to be chased to follow up on open issues.
• Embraces tools and technology — you're curious about how systems work and eager to use them well.
• Thrives in a fast-paced, startup environment where your input shapes how things run.

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About the Role

• We are appointing a General Manager: Customer Operations & Collections to transform, scale, and professionalise Happy Pay’s customer service and debt collections function.
• An operations team already exists, with early systems and processes in place. This role is about taking that foundation and turning it into a scalable, KPI-driven operation capable of supporting a fast-growing BNPL credit book.
• This is a hands-on leadership role for someone who thrives in unstructured, high-growth environments — a leader who can design systems, implement tools, set performance standards, and coach teams while the business is moving quickly.
• You will own the evolution of the customer service and debt collections function as Happy Pay grows through 2026 and beyond.

What You’ll Do
Transform & Scale the Collections Function

• Lead the end-to-end transformation of Happy Pay’s debt collections operation in line with rapid growth of the credit book.
• Design and implement a scalable collections operating model, covering early-stage, late-stage, and customer support interactions.
• Introduce structure, governance, and repeatability into an evolving startup environment.

Systems, Tooling & Automation

• Assess existing systems and lead the implementation of fit-for-purpose collections and customer service tools (CRM, diallers, workflow, payments, reporting).
• Work closely with Product and Technology teams to prioritise and deliver operational tooling.
• Build supporting training materials and user guides for systems and processes.

KPI-Driven Performance Management

• Define, implement, and own KPIs and performance frameworks across customer service and collections.
• Build reporting packs and insights for senior leadership and executives, including portfolio performance, customer outcomes, and operational efficiency.
• Use data to drive continuous improvement, resourcing decisions, and strategy.

Debt Book & Call Centre Management

• Own operational oversight of the BNPL debt book, ensuring sustainable performance and fair customer outcomes.
• Lead and coach call centre agents and customer experience teams, setting clear expectations and performance standards.
• Establish QA, coaching, and feedback loops to improve agent effectiveness and customer interactions.

Training, Coaching & Capability Building

• Design and implement training frameworks for collections and customer service teams, including onboarding and ongoing development.
• Coach team leaders and agents to operate effectively within new systems and performance expectations.
• Build leadership capability within the team as the operation scales.

Leadership & Stakeholder Engagement

• Report regularly to senior leadership and executives on performance, risks, and opportunities.
• Partner closely with Risk, Compliance, Finance, Product, and Technology teams.
• Act as the senior operational owner for customer service and collections as Happy Pay scales.

Requirements
What We’re Looking For

• 5+ years’ experience in collections, customer operations, call centre management, or credit operations
• Proven experience building, transforming, or scaling collections or customer service operations
• Strong hands-on experience with debt book management and call centre environments
• Demonstrated ability to implement systems, tooling, and reporting frameworks
• Experience setting and managing KPI-driven operations
• Comfortable operating in fast-moving, unstructured startup environments

Advantageous

• Experience in BNPL, fintech, unsecured lending, or retail credit
• Exposure to modern collections trends, digital channels, and automation
• Experience leading teams through periods of rapid growth and change

What You’re Like

• Scrappy, practical, and execution-focused
• Comfortable building while running
• Structured thinker who brings clarity to ambiguity
• Confident leading frontline teams and senior stakeholders
• Motivated by impact, not titles
• Calm under pressure and commercially minded