Customer Excellence Support Agent

Role Purpose

The Customer Care Agent will be responsible for providing timely, professional and customer-focused support through phone, email, chat and other approved customer service channels. The role will ensure customer queries and issues are resolved efficiently while maintaining a high standard of service and customer satisfaction.

Key Responsibilities

• Respond to customer enquiries through phone, email, chat and other support channels.
• Provide accurate information on products, services, accounts, transactions and processes.
• Troubleshoot customer issues and provide appropriate solutions.
• Escalate complex or unresolved issues to the Care Team Leader or relevant department.
• Follow up on outstanding customer issues until resolution.
• Maintain accurate records of all customer interactions and cases.
• Follow approved customer service scripts, procedures and escalation processes.
• Identify recurring customer issues and share feedback with the Care Team Leader.
• Support customers during onboarding and product adoption.
• Maintain confidentiality and protect customer information.
• Meet agreed customer service KPIs, including response time, resolution time, quality and customer satisfaction.
• Support additional customer service activities during the launch period as required.

Working Hours

The role will be operated on a shift that is based on a schedule, which may include:

• Day shifts
• Evening shifts
• Weekend shifts
• Public holidays where required
• Schedules will be prepared in advance by the Customer Care Team Leader to ensure adequate customer coverage.

Key Requirements

• Diploma or degree in Customer Service, Business Administration, Communications or a related field is an advantage.
• Previous experience in customer service, call centre, fintech, ecommerce, technology or a similar environment.
• Excellent verbal and written communication skills.
• Strong problem-solving and listening skills.
• Customer-focused and patient
• Comfortable working with digital systems and customer support platforms.
• Ability to work under pressure and manage multiple customer requests.
• Willingness to work shifts, including evenings and weekends.
• High level of professionalism, reliability and attention to detail.

Key Performance Indicators

• Customer response and resolution times.
• Customer satisfaction.
• First-contact resolution.
• Quality of customer interactions.
• Accuracy of customer records.
• Attendance and shift adherence.
• Number of unresolved/escalated cases.
• Compliance with customer service procedures.

Application Process

Interested and qualified candidates should apply by emailing their detailed CV, cover Letter (maximum 1 page) explaining their suitability for the role and Contact details for two professional referees to .Shortlisting will be on rolling basis. Deadline for applying is October