Customer Services Consultant

Recruiter:

iStaff Recruitment

Job Ref:

CPT000801/CB

Date posted:

Wednesday, November 5, 2025

Location:

Cape Town, South Africa

Salary:

Monthly

SUMMARY:
We urgently require an energetic Customer Services Consultant with a fintech or financial industry background to start asap. HYBRID working and loads of benefits, with an awesome culture and team.
Purpose of this role is to oversee and manage the entire complaints and escalation process within the customer experience team, ensuring service level agreements are met, issues are resolved proactively, and customer interactions are continuously improved.

POSITION INFO:
Minimum Requirements:

At least 2 years solid experience in customer service, or dealing with escalations (essential)
Fintech or financial services industry experience preferred
Excellent written and verbal communication skills
Ability to work independently and in a team environment

Duties and Responsibilities:

Duties:

Act as main contact for customer complaints, queries and escalations
Assess and resolve any escalations that fall within SLA
Work with other departments to resolve issues timeously
Create articles and frequently-asked-questions for clients to review and educate self
Conduct refresher training for team members
Suggest improvements to meet SLA targets
Provide reports on customer main issues
Work with Manager to work on corrective actions
Monitor outcomes to ensure changes are incorporated
Ensure no backlogs and that customer requests are assisted on time
Provide support to team members when needed

This position allows for 2 days working from home.

PLEASE NOTE: Thank you for your interest in this position, we will review and be in touch if you are suitable.

Due to the amount of applications we receive for each position, we are unable to respond to each one individually. Please accept your application as unsuccessful if you had no feedback within 7 days of applying. Your CV will remain on our database and we will be in touch for other suitable positions.

*** In the meantime, please download our

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