Spot Money
Job Title: Digital Customer Support
Company: Spot Money
Location: City of Cape Town, Western Cape, South Africa
Posted: 4 days ago
Employment Type: Full-time
Seniority Level: Associate
Job Function: Customer Service and Sales
Industry: Banking and Telecommunications
Job Description:
Spot Money is seeking a Digital Customer Support to join their team in Cape Town. This role is ideal for individuals passionate about providing exceptional customer service and technical troubleshooting. As a Digital Support Consultant, you will play a vital role in enhancing client satisfaction, promoting product adoption, and contributing to the overall growth of the company.
Key Roles and Responsibilities:
Customer Assistance:
- Provide prompt and courteous support to customers through digital channels such as email, chat, social media, and potentially phone calls.
- Ensure quick responses to customer inquiries, addressing issues and providing clear guidance.
Problem Resolution:
- Identify and implement effective solutions to customer issues, including technical problems and account navigation.
- Resolve complaints professionally and efficiently, ensuring customer satisfaction.
Product Knowledge:
- Develop an in-depth understanding of Spot Money’s products and services.
- Stay updated on any changes and updates to products to enhance the assistance provided to customers.
Documentation:
- Maintain detailed records of customer interactions, issues, and resolutions.
- Use this documentation to track problems, identify trends, and assist in process improvements.
Communication:
- Effectively communicate with customers, ensuring they fully understand the provided solutions and required actions.
Compliance:
- Ensure all interactions align with relevant regulations and company policies, especially within the financial industry.
Cross-Selling and Upselling:
- Identify opportunities to promote additional products or services to customers based on their needs.
Feedback Collection:
- Gather customer feedback and relay insights to relevant teams to improve Spot Money’s products and services.
Training and Self-Development:
- Participate in training sessions and stay updated with industry trends to continuously enhance customer support skills.
Team Collaboration:
- Work closely with colleagues and other departments to ensure a seamless customer experience.
Performance Metrics:
- Meet or exceed performance metrics such as response times, customer satisfaction, and resolution rates.
Problem-Solving:
- Develop and implement creative solutions for complex customer challenges.
Continuous Improvement:
- Evaluate and suggest improvements to customer support processes and tools to enhance efficiency.
Crisis Management:
- Effectively manage high-pressure situations and resolve customer concerns in a professional and timely manner.
Security Awareness:
- Maintain awareness of cybersecurity and data protection, preventing fraud and safeguarding customer information.
Requirements:
Education and Experience:
- Relevant tertiary qualification (preferred).
- Strong knowledge of financial products, services, and regulatory requirements, particularly in the digital banking or fintech sector.
- Two years of experience in customer service roles within the financial services sector, demonstrating career progression.
Knowledge, Skills, and Attributes:
- Team leadership and the ability to collaborate effectively.
- Expert communication skills—able to communicate clearly with both customers and internal teams.
- Analytical thinking and problem-solving skills.
- Proficiency in relevant software such as Microsoft Office (Word, Excel, PowerPoint) and Zendesk.
- Flexibility to perform ad-hoc tasks based on business needs.
Why Apply?
- Join a dynamic team at a growing fintech company.
- Contribute to improving customer experiences with Spot Money’s innovative products.
- Develop your career in a fast-paced and rewarding environment.
If you are looking for an exciting opportunity in the customer service and fintech sector, apply today to join the Spot Money team!