Customer Service Agent: Finchoice at Weaver Fintech

Weaver FinTech Group is a prominent digital financial services ecosystem that connects South African consumers to accessible, flexible ways to pay, borrow, and protect their assets. Operating well-known consumer brands like FinChoice and PayJustNow, the organization relies on modern digital channels and data-first methodologies to offer innovative lending, insurance, and payment products designed to make digital finance inclusive, human-centered, and seamless.

In this dynamic Customer Service Agent role based at the Wynberg office in Cape Town, you will serve as a frontline brand ambassador handling both inbound voice and digital interactions. You will be responsible for resolving queries, managing escalations, handling objections, and delivering exceptional customer care that promotes brand loyalty and sustains overall operational excellence across the FinChoice customer base.

Key Responsibilities & Core Duties

• Manage inbound customer communications across voice calls, chat, and digital ticketing channels with high accuracy.
• Deliver empathetic, professional, and respectful support to resolve customer inquiries and financial account queries.
• Take direct ownership of customer concerns and complaint escalations to ensure efficient first-contact resolution.
• Navigate FreshDesk, FreshChat, and internal software platforms to log customer information, track activity, and document interactions.
• Meet and exceed departmental key performance indicators, including customer satisfaction (CSAT), quality assurance (QA), and customer experience metrics.
• Maintain optimal call adherence, reduce post-call wrap-up times, and uphold agreed service level benchmarks.
• Identify upsell and cross-sell opportunities for relevant FinChoice financial products according to established business targets.
• Comply with strict financial services industry regulations, organizational guidelines, and internal quality procedures.

Ideal Candidate Profile & Core Attributes

The successful agent brings an authentic service-oriented mindset paired with robust problem-solving capabilities. You should excel in high-energy contact centre environments, demonstrating emotional intelligence, patience, and clear verbal and written communication. A methodical approach to multitasking across multiple digital chat screens and telephony queues while maintaining strict compliance standards is essential for success in this role.

Learning, Mentorship & Career Progression

Joining Weaver FinTech offers extensive exposure to the rapidly growing financial technology and credit services sector. New agents participate in comprehensive onboarding covering FinChoice products, digital contact centre technology, and regulatory compliance. Top performers can advance into senior customer care roles, specialized dispute resolution teams, quality assurance auditing, or team leadership positions within the broader FinTech ecosystem.

Estimated Salary Range (Market Benchmark)

The hiring employer has not officially specified a salary for this position. Based on South African market data and industry benchmarks for an entry-level to junior customer service role, the estimated remuneration is approximately R8,500 – R14,000 per month. Please note that this is an industry estimate and actual remuneration will be determined by the employer based on qualifications, experience, and internal pay structures.

How to Apply & Submission Guidelines

Qualified candidates are invited to complete their application through the official recruitment portal before the vacancy closes. Ensure your updated curriculum vitae clearly outlines your matric certificate, customer care exposure, and software experience with ticketing tools like FreshDesk or FreshChat.

• Grade 12 / Matric Certificate or equivalent qualification.
• Minimum of 1 year customer service experience in a contact centre or customer-facing environment.
• Minimum of 1 year hands-on experience utilizing FreshDesk, FreshChat, or related digital customer service software.
• Minimum of 1 year sales or upselling experience.
• Strong computer literacy and professional verbal and written English communication skills.