Customer Support Representative

At Fido, we are building the future of finance in Africa, powered by advanced technology, data driven decision making and bold thinking.

Through AI, Cutting-edge data science and automation, we’re redefining how people access and experience financial services. Our goal is to make finance simple, smart and accessible, giving everyone the confidence to take charge of their financial story.

Joining Fido is an opportunity to drive real impact, solve meaningful problems and contribute to building a future where millions have the tools to create, grow and thrive.

As a Customer Support Representative, you will be the voice of Fido, the first and most important point of contact for our customers in South Africa. You will handle a high volume of enquiries across multiple channels, resolve issues with speed and empathy, and actively contribute to a service culture that sets Fido apart in the market. This role is ideal for someone who thrives in a fast-paced environment, genuinely enjoys helping people, and wants to grow within a dynamic, technology-driven fintech environment.

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Key Responsibilities:

Customer Engagement

• Manage a high volume of inbound and outbound calls, emails, and chat interactions in a timely and professional manner.
• Respond to customer enquiries accurately and empathetically, following communication guidelines for each query type.
• Build sustainable customer relationships by going the extra mile and delivering a consistently excellent experience.

Issue Resolution & Troubleshooting

• Identify customer needs, clarify information, and investigate issues to provide relevant, effective solutions.
• Guide customers through product features, troubleshooting steps, and self-service options.
• Diagnose and resolve common system, app, or transaction issues, escalating more complex cases where necessary.
• De-escalate situations involving dissatisfied customers with patience, professionalism, and sound judgement.

Sales & Growth

• Identify and act on appropriate opportunities to introduce customers to relevant Fido products and services.
• Contribute to team upsell and cross-sell targets by engaging customers in a consultative, needs-based manner.

Reporting & Administration

• Maintain accurate and comprehensive records of all customer interactions in the CRM/helpdesk system.
• Meet personal and team KPIs across quality, productivity, and customer satisfaction metrics.
• Perform additional operational tasks as assigned by team leadership.

Team Support

• Support, mentor, and train junior team members to raise overall service quality.
• Share knowledge and best practices to improve team performance and consistency.

• A Bachelor's degree in  Business, Communications, or a related discipline is advantageous.
• Minimum three (3) years in a customer service or support role.
• Experience in fintech, financial services, or telecoms will be an advantage..
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Excellent written and verbal communication skills in English.
• Strong digital literacy with the ability to quickly learn and navigate multiple systems (CRM, loan management systems, payment platforms).
• Familiarity with helpdesk tools such as Zendesk or Freshdesk is an advantage.
• Additional South African languages are a plus.
• Exceptional ability to build rapport, demonstrate empathy, and handle sensitive conversations with care and discretion.
• Highly organised, self-motivated, and comfortable working in a high-volume, fast-paced environment including weekend shifts.
• Demonstrates sound judgement and unquestionable integrity when handling confidential customer and financial information.