Role Overview<\/p>\n
\tAs a 1st Line Support Specialist, you are the first voice our customers hear \u2014 and the first problem-solver they meet. You\u2019ll handle inbound queries across live chat and email, resolving the majority of issues independently while knowing exactly when and how to escalate. This is a fast-paced, customer-facing role that requires clear communication, genuine empathy, and the technical confidence to guide customers through common mobile and account issues.
\n\tBeyond resolving individual queries, you\u2019ll play a key role in spotting patterns \u2014 flagging recurring issues, emerging trends, and customer pain points that feed valuable product and network insights back to the broader team. Your frontline perspective helps shape how we improve.<\/p>\n
Scope<\/p>\n
\tThis role covers PayJustNow and MVNO \/ PJN Mobile customer support operations, including inbound live chat and email query resolution, escalation management, CRM record-keeping, and frontline issue identification.
\n\tThe role requires sound knowledge of mobile self-service flows, billing processes, and customer communication standards to deliver a consistent, high-quality support experience.<\/p>\n
Key Responsibilities<\/p>\n
Live Chat Support<\/p>\n
\tRespond to inbound chat sessions within a 2-minute first-response SLA.
\n\tHandle multiple concurrent chats (typically 3\u20134) while maintaining quality and accuracy.
\n\tGreet customers by name, verify identity, and resolve queries independently where possible.
\n\tUse pre-approved quick-reply templates to maintain fast, consistent response times.
\n\tNever close a chat without the customer\u2019s issue being fully resolved or clearly escalated.<\/p>\n
Email Support<\/p>\n
\tAcknowledge all inbound emails within 1 hour during business hours and fully resolve or escalate within 24 hours.
\n\tHandle Pay Just Now transaction queries, billing disputes, account verification, refund requests, and general product questions.
\n\tAlways give the customer a clear next step \u2014 confirm what has been escalated and by when.
\n\tLog every interaction in the CRM with issue type, resolution, and outcome \u2014 tag correctly for reporting.<\/p>\n
Common Query Types You\u2019ll Own<\/p>\n
\tBalance enquiries \u2014 guide via *135# or app (airtime, data, voice, SMS).
\n\tBundle activation, top-up, and voucher redemption assistance.
\n\tData not working \u2014 APN troubleshooting, SIM re-seat, and device restart guidance.
\n\tDepletion alerts, opt-out requests, and out-of-bundle usage queries.
\n\tPlease Call Me, voicemail setup (dial 132), and USSD session issues.
\n\tAirtime from banking app not received \u2014 escalate with MSISDN and bank reference number.
\n\tNumber porting queries, RICA verification, and account management requests.<\/p>\n
Escalation Management<\/p>\n
\tKnow exactly what to own and what to escalate \u2014 never escalate without the full customer context (MSISDN, issue timeline, steps already taken, and any reference numbers).
\n\tEscalate to 2nd Line \/ Technical team for SIM registration failures, persistent data issues, network anomalies, or unresolvable USSD errors.
\n\tEscalate to Billing \/ Finance for refund requests, unexplained deductions, or Pay Just Now payment mismatches.
\n\tFlag recurring issues to the team lead immediately \u2014 five customers reporting the same issue in a shift is an incident, not individual queries.<\/p>\n
About You<\/p>\n
\t1\u20132 years of experience in a customer-facing support role; telecoms or fintech experience is a strong advantage.
\n\tExcellent written communication \u2014 clear, warm, and on-brand across chat and email.
\n\tAble to stay calm and solution-focused under pressure in a fast-paced environment.
\n\tComfortable working with USSD menus, basic APN settings, and mobile network concepts.
\n\tHighly organised \u2014 you log every interaction, flag recurring issues, and keep your CRM records clean and accurate.
\n\tA collaborative team player who contributes to the knowledge base and shares what they learn<\/p>\n
Core Strengths<\/p>\n
\tStrong interpersonal and written communication skills
\n\tPractical troubleshooting ability for common mobile and account issues
\n\tFamiliarity with CRM tools, ticketing systems, and support workflows
\n\tCustomer-centric mindset with a genuine desire to resolve and improve
\n\tPattern recognition \u2014 able to identify and escalate recurring issues before they become incidents<\/p>\n
What We Offer<\/p>\n
\tThe opportunity to work across two of South Africa\u2019s most exciting fintech brands.
\n\tA collaborative environment that encourages growth, learning, and contribution.
\n\tA clear progression path \u2014 high performers are supported to move into 2nd line technical or specialist roles.
\n\tHybrid work model with autonomy and flexibility.
\n\tCompetitive compensation and benefits within a purpose-led, growth-focused organisation.<\/p>\n
Apply via company website ( ) or<\/p>\n
weaverfintech.simplify.hr<\/p>\n
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