Customer Support Representative

{
  "content_hash": "d958eff53d5dedc75ffa635d6a2b593fb0365bd7958d337df06ff46d85ec2462",
  "source_hash": "8b441b5f6460f0bfc637dfa9dc900c32b5a919eeb0ab5a9608b83b9b12132948",
  "last_changed_at": "2026-06-04T11:42:32.092Z",
  "active_status": "deleted"
}

{
  "language": "en",
  "location": {
    "raw": "Johannesburg, Johannesburg, 2196, South Africa",
    "city": "Johannesburg",
    "region": "Johannesburg",
    "country": null,
    "is_remote": false,
    "confidence": 0.8
  },
  "salary_max": null,
  "salary_min": null,
  "inferred_at": "2026-06-02T10:45:27.487Z",
  "launch_scope": {
    "reason": "bamboohr_production_catalog",
    "included": true,
    "location": {
      "raw": "Johannesburg, Johannesburg, 2196, South Africa",
      "city": "Johannesburg",
      "region": "Johannesburg",
      "country": null,
      "is_remote": false,
      "confidence": 0.8
    },
    "countries": []
  },
  "remote_policy": null,
  "salary_period": null,
  "workplace_type": null,
  "salary_currency": null
}

{}

{
  "list_job": {
    "id": "271",
    "isRemote": null,
    "location": {
      "city": "Johannesburg",
      "state": "Johannesburg"
    },
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "province": null
    },
    "departmentId": "18771",
    "locationType": "0",
    "jobOpeningName": "Customer Support Representative",
    "departmentLabel": "Operations",
    "employmentStatusLabel": "Full-Time"
  },
  "detail_errors": [],
  "detail_job_opening": {
    "location": {
      "city": "Johannesburg",
      "state": "Johannesburg",
      "postalCode": "2196",
      "addressCountry": "South Africa"
    },
    "datePosted": "2026-04-22",
    "atsLocation": {
      "city": null,
      "state": null,
      "country": null,
      "countryId": null
    },
    "description": "<p><span style=\"font-size: 10pt; font-weight: bold\">Who We Are</span></p>\n<p><span style=\"font-size: 10pt\">At Fido, we are building the future of finance in Africa, powered by advanced technology, data driven decision making and bold thinking.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">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.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt\">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.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">About the Role</span></p>\n<p><span style=\"font-size: 10pt\">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.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">What You Will Do:</span></p>\n<p><span style=\"color: rgb(42, 42, 42); font-size: 10pt; font-weight: bold\">Customer Engagement</span></p>\n<ul>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Manage a high volume of inbound and outbound calls, emails, and chat interactions in a timely and professional manner.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Respond to customer enquiries accurately and empathetically, following communication guidelines for each query type.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Build sustainable customer relationships by going the extra mile and delivering a consistently excellent experience.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(42, 42, 42); font-size: 10pt; font-weight: bold\">Issue Resolution &amp; Troubleshooting</span></p>\n<ul>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Identify customer needs, clarify information, and investigate issues to provide relevant, effective solutions.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Guide customers through product features, troubleshooting steps, and self-service options.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Diagnose and resolve common system, app, or transaction issues, escalating more complex cases where necessary.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">De-escalate situations involving dissatisfied customers with patience, professionalism, and sound judgement.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(42, 42, 42); font-size: 10pt; font-weight: bold\">Sales &amp; Growth</span></p>\n<ul>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Identify and act on appropriate opportunities to introduce customers to relevant Fido products and services.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Contribute to team upsell and cross-sell targets by engaging customers in a consultative, needs-based manner.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(42, 42, 42); font-size: 10pt; font-weight: bold\">Reporting &amp; Administration</span></p>\n<ul>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Maintain accurate and comprehensive records of all customer interactions in the CRM/helpdesk system.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Meet personal and team KPIs across quality, productivity, and customer satisfaction metrics.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Perform additional operational tasks as assigned by team leadership.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(42, 42, 42); font-size: 10pt; font-weight: bold\">Team Support </span></p>\n<ul>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Support, mentor, and train junior team members to raise overall service quality.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Share knowledge and best practices to improve team performance and consistency.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(51, 51, 51); font-size: 10pt; font-weight: bold\">Requirements:</span></p>\n<ul>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">A Bachelor's degree in  Business, Communications, or a related discipline is advantageous.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Minimum three (3) years in a customer service or support role. </span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Experience in fintech, financial services, or telecoms will be an advantage..</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Proficient in Microsoft Office (Word, Excel, Outlook). </span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Excellent written and verbal communication skills in English. </span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Strong digital literacy with the ability to quickly learn and navigate multiple systems (CRM, loan management systems, payment platforms).</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Familiarity with helpdesk tools such as Zendesk or Freshdesk is an advantage.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Additional South African languages are a plus.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Exceptional ability to build rapport, demonstrate empathy, and handle sensitive conversations with care and discretion.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Highly organised, self-motivated, and comfortable working in a high-volume, fast-paced environment including weekend shifts.</span></li>\n<li><span style=\"color: rgb(51, 51, 51); font-size: 10pt\">Demonstrates sound judgement and unquestionable integrity when handling confidential customer and financial information.</span><br></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: bold\">What We Offer:</span></p>\n<ul>\n<li><span style=\"font-size: 10pt\">Exciting opportunity to be part of a fast-growing fintech company.</span></li>\n<li><span style=\"font-size: 10pt\">Competitive compensation and comprehensive benefits package.</span></li>\n<li><span style=\"font-size: 10pt\">Exposure to innovative tools and cutting-edge technology.</span></li>\n<li><span style=\"font-size: 10pt\">Collaborative and creative work environment.</span></li>\n<li><span style=\"font-size: 10pt\">Opportunities for career growth and professional development.</span></li>\n</ul>\n<p><br></p>",
    "compensation": null,
    "departmentId": "18771",
    "locationType": "0",
    "seekPromoted": false,
    "jobCategoryId": null,
    "jobOpeningName": "Customer Support Representative",
    "departmentLabel": "Operations",
    "jobOpeningStatus": "Open",
    "minimumExperience": "Mid-level",
    "jobOpeningShareUrl": "https://Fido.bamboohr.com/careers/271",
    "employmentStatusLabel": "Full-Time"
  }
}