Technical Customer Care Consultant
Lesaka Technologies
Johannesburg, Gauteng
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
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Customer service roles in retail, banking and BPO reward strong communicators and are a common entry point for matriculants.
Job description
We’re Hiring: Technical Customer Care Consultant
Purpose of the Role
To provide timely, accurate, and customer-focused technical support and advice for merchant operations, ensuring seamless issue resolution, strong customer experience, system reliability, and high-quality service that supports business continuity and customer satisfaction.
Reports to: Technical Support Team Leader
Key Responsibilities****Timely Issue Resolution
- Respond promptly to customer queries across all support channels
- Prioritise issues based on urgency and business impact
- Troubleshoot and resolve issues efficiently to minimise downtime
- Ensure continuous communication with customers until resolution
Accurate Case Documentation
- Capture all customer interactions and technical details in the system
- Record troubleshooting steps and final resolutions clearly
- Ensure information is structured and easy for others to understand
- Maintain up-to-date and complete records for audits and reporting
Proactive Issue Escalation
- Identify issues that cannot be resolved at first level quickly
- Escalate cases to the correct technical or specialist teams
- Provide detailed and accurate information during escalation
- Follow up on escalated cases to ensure timely resolution
Effective Technical Guidance
- Provide clear, step-by-step instructions to customers
- Simplify technical concepts into easy-to-understand language
- Guide customers on how to prevent recurring issues
- Ensure customers feel confident applying the recommended solutions
Positive Customer Experience
- Communicate in a professional, polite, and empathetic manner
- Actively listen and understand customer concerns
- Manage expectations and provide realistic timelines
- Ensure every interaction leaves the customer satisfied and supported
Continuous Process Improvement
- Identify recurring issues and trends from customer interactions
- Suggest improvements to systems, processes, or workflows
- Share feedback with team members and management
- Contribute ideas that enhance efficiency and service quality
Qualifications & Experience* Minimum qualification: Matric; Diploma/Degree in IT or Computer Science advantageous
- Experience: 1–2 years in customer service or technical support (call centre, banking, fintech, merchant support)
Knowledge Requirements
- Products: Merchant & business payment systems, card payment lifecycle, POS/gateway/digital channels, onboarding processes
- Systems: Payment processing platforms, POS/gateway systems, CRM & support systems
- Processes: Incident management, service desk workflows, escalation procedures, SLA adherence, ticket logging
- ️ Compliance & Requirements
- POPIA, FICA, Customer Protection Act, PCI-SS
- Must be willing to work shifts, including evenings, weekends, and public holidays
Ready to deliver exceptional technical support and ensure seamless merchant operations? Apply now or share this opportunity with a suitable candidate. #Hiring #TechnicalSupport #Consultant #ContactCenter #Operations #FinTech #Growth
Found on Indeed · Posted 1 months ago · Last checked 1 months ago
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What does this customer service job pay?
This listing does not state a salary. As a guide, customer service roles in South Africa typically pay R7 000 to R17 000 a month (indicative).
Do I need experience for customer service jobs in Johannesburg?
Many customer service roles in Johannesburg are open to candidates with little or no experience. Read the listing for its exact requirements.
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Found on Indeed · Posted 1 months ago
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