Customer Service Agent (CSA)

FINANCIAL WEALTH HOLDINGS

Customer Service Agent

Bellville (Tygervalley), Cape Town | Full-time | On-site

Pay: R10,000 – R12,000 per month

About us

FWH Group is a growing South African financial services group based in Tygervalley. We help thousands of South Africans get control of their finances by bringing together people, omni-channel contact centre technology and AI. We're looking for service-driven agents who take ownership of every client query from first contact to resolution.

The role

You'll be the first point of contact for clients under debt review, handling queries across calls, email, WhatsApp and live chat. You'll resolve issues accurately and with empathy, keep client records up to date, work to clear service levels and quality standards, and play a direct part in keeping clients on the programme.

What you'll do

• Handle inbound and outbound calls, emails, WhatsApp messages and live chats within each channel's SLA, taking full ownership of every query through to resolution.
• Explain the debt review process clearly and answer questions on account statuses, payment distributions, credit provider queries, debit orders and DebiCheck mandates.
• Identify unhappy or at-risk clients, address their concerns and hand over to the Client Relations team where needed.
• Capture every interaction accurately on the CRM and contact centre systems.
• Work within company policies and industry regulations, including the NCA, POPIA and TCF, and act on coaching from quality assessments.
• Flag repeat queries and process gaps to your Team Leader and adopt new automation and AI tools as they are rolled out.

What you'll need

• Matric (Grade 12). A customer service, business or finance qualification is an advantage.
• At least 2 years' experience as a customer service agent in a contact centre. This is non-negotiable.
• Excellent written and verbal communication and the ability to handle sensitive conversations professionally. Afrikaans and/or isiXhosa is an advantage.
• Patience and the ability to stay calm with frustrated or distressed clients.
• The ability to manage multiple queries and channels at once in a fast-paced, on-site environment.
• Strong problem-solving skills with attention to detail and accuracy.
• Comfortable using CRM systems, contact centre tools, Outlook, Excel and Teams.
• Reliable, punctual and able to work to a schedule, with a strong sense of ownership and integrity.
• A clear criminal and credit record.

Advantageous

• Debt review experience, including the process from application to clearance certificate, handling client queries and knowledge of the NCA and NCR requirements.
• Customer service experience in financial services, debt counselling, collections or another credit-regulated environment.
• Omni-channel contact centre experience (voice, email, WhatsApp, chat), for example Connex or similar.
• Exposure to or a strong interest in AI tools in customer service.

What we offer

• A role in a fast-growing, tech-forward financial services group.
• Exposure to modern contact centre and AI technology.
• Ongoing training, coaching and a real path into senior agent and team leader roles.
• A modern office in Tygervalley, Bellville.

Pay: R10 000,00 - R12 000,00 per month

Application Question(s):

• Do you have debt review or debt counselling experience in a customer service environment?
• What is your current and expected monthly salary?
• How many years of experience do you have as a customer service agent in a contact centre?

Work Location: In person