{"id":1775772,"url":"https://alion.io/job/icontact-bpo-customer-support-agent","title":"Customer Support Agent","company":{"id":177340,"name":"iContact BPO","domain":"icontactbpo.com","url":"https://alion.io/company/icontact-bpo","size_band":null,"is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Randburg, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-03T16:29:18Z","employer_posted_date":"2026-10-03","last_verified_at":"2026-11-08T23:22:44Z","board_verified":true,"closed_at":null,"days_open":36,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":36},"description":"Job Summary\nThe Customer Support Agent is responsible for providing world-class customer support to Payflex customers by assisting with account queries, educating customers on Payflex processes, troubleshooting issues, and guiding customers through their online and in-store shopping experience.\nThe role focuses on delivering efficient, accurate, and customer-focused solutions while meeting campaign service level agreements (SLAs), improving customer satisfaction, supporting first-contact resolution, and maintaining strong relationships with customers and merchants.\nKey Responsibilities\nProvide professional and efficient customer support through inbound communication channels.\n\nAssist customers with Payflex-related queries, account assistance, payment processes, and troubleshooting.\n\nEducate customers on Payflex products, processes, and available solutions to enhance their overall experience.\n\nResolve customer queries effectively while promoting first-contact resolution (FCR).\n\nManage customer escalations and ensure timely follow-ups within agreed service level agreements (SLAs).\n\nMaintain high customer satisfaction levels by delivering accurate information and positive customer interactions.\n\nSupport customers with order, payment, dispute, and account-related queries.\n\nLiaise with merchants to resolve customer disputes relating to products, deliveries, and order fulfilment.\n\nProvide timely feedback to customers regarding merchant updates and query resolutions.\n\nFollow fraud prevention processes and use approved systems and procedures to identify and manage potential risks.\n\nMaintain accurate customer records and ensure all interactions are documented correctly.\n\nAchieve and maintain campaign performance targets, including SLA compliance, customer satisfaction scores, schedule adherence, FCR, and average handling time.\n\nEnsure all customer information is handled confidentially in line with POPIA requirements and company policies.\n\nMaintain professional communication that supports trust and strengthens the Payflex brand.\n\nRequirements\nGrade 12 / Matric qualification or equivalent.\n\nPrevious customer service or contact centre experience required.\n\nExperience in financial services, fintech, e-commerce, or payment solutions advantageous.\n\nStrong computer literacy and ability to work on multiple systems and platforms.\n\nExperience handling customer queries, complaints, and escalations.\n\nAbility to work in a target-driven environment while meeting strict SLA requirements.\n\nStrong administration and documentation skills.\n\nAbility to handle confidential customer information responsibly.\n\nWillingness to work according to operational requirements and scheduled shifts.\n\nSkills & Competencies\nExcellent verbal and written communication skills.\n\nStrong customer service orientation.\n\nProfessional telephone etiquette and interpersonal skills.\n\nAbility to simplify complex information and educate customers effectively.\n\nStrong problem-solving and troubleshooting abilities.\n\nAbility to resolve customer queries efficiently and accurately.\n\nAttention to detail and accuracy.\n\nAbility to work under pressure while maintaining service quality.\n\nStrong time management and organisational skills.\n\nAbility to meet performance targets and SLA requirements.\n\nConflict resolution and complaint-handling skills.\n\nAdaptability and willingness to learn new systems and processes.\n\nAbility 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