Customer Service Consultant

Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands — Pay Just Now and FinChoice — empower millions of South Africans through innovative Payments, Lending, and Insurance solutions.

We’re a data-first organisation built on collaboration, innovation, and purpose: to make digital finance simpler, more inclusive, and more human.

Role Overview
The Customer Service Consultant is responsible for delivering excellent digital customer service to new and existing FinChoice customers through FreshDesk, FreshChat, email/tickets and other approved support channels. The role requires a customer-focused individual who can take ownership of customer queries, complaints and enquiries, ensuring that each interaction is handled professionally, accurately and within agreed service levels. The successful candidate will support customer retention, resolve queries efficiently and contribute positively to the overall customer experience.

Key Responsibilities

Customer Service Delivery
• Provide excellent customer service via incoming and outgoing emails, tickets, chat and other digital channels.
• Respond to all customer enquiries received through FreshDesk/FreshChat in a professional, clear and timely manner.
• Aim for First Contact Resolution wherever possible by fully understanding the customer query and providing the correct
solution.
• Take ownership of customer issues from first contact through to resolution.
• Handle difficult queries, objections and complaints with empathy and professionalism.

Ticket and Query Management
• Accurately capture and update all customer enquiries on FreshDesk.
• Ensure tickets are logged clearly, completely and closed appropriately.
• Manage assigned tickets within agreed SLA and response time expectations.
• Maintain a 24-48 hour response standard on customer correspondence where applicable.
• Effectively manage high ticket and chat volumes while maintaining service quality.
• Escalate unresolved or complex issues to the correct internal teams and follow through until completion.

Quality, Compliance and Accuracy
• Ensure all customer information and platform updates are captured accurately.
• Follow internal policies, procedures and Standard Operating Procedures.
• Maintain compliance requirements during all customer interactions.
• Deliver high-quality written responses with strong business writing and correspondence layout.
• Use approved support documents, knowledge bases and internal process guides to resolve customer queries.

Productivity and Performance
• Meet individual and team productivity targets.
• Maintain good adherence, availability and timekeeping.
• Work efficiently across digital customer service platforms.

Team Collaboration
• Work effectively with colleagues, Team Leaders and other departments.
• Partner with internal teams to troubleshoot and resolve customer issues.
• Share knowledge, best practices and process updates with the team.
• Escalate challenges timeously to avoid negative customer impact.
• Support team members when assistance is required.

Minimum Requirements
• Grade 12 / Matric / NQF 4 or equivalent.
• Minimum 2 years experience in a customer-facing or customer support role.
• FreshDesk and/or FreshChat experience preferred.
• Strong written and verbal communication skills.
• Excellent business writing skills.
• Computer literate, including email, internet, Microsoft Word and Excel.
• Fluent in English.
• Ability to work in a fast-paced, high-volume customer service environment.
• Clear credit and criminal record, where applicable.
• Stable internet connection required for work-from-home arrangements when needed.