Customer Support Agent

Unstoppable starts with people. The future of payments is being built today, and at Paymentology, we are looking for people who want to help shape it. We power card issuing for leading banks, fintechs and digital brands across the globe, and as we continue to grow, we are looking for curious, ambitious people who thrive on solving complex challenges, embrace innovation and want to make a tangible impact at global scale. We’re looking for a Customer Support Agent to join us on a temporary 3-month contract from November 2026 to January 2027. Based in Johannesburg, this role requires a minimum of 3 days per week in our Sandton office. This role supports our customers during the busy holiday season, so you’ll need to be available to work weekends and public holidays throughout the contract period. Due to the operational requirements of this temporary assignment, no leave can be taken over the festive period. You’ll deliver exceptional customer service through professional, empathetic and solutions-focused interactions with our global customers. The role will primarily involve handling incoming calls, responding to customer inquiries and complaints, troubleshooting technical issues and ensuring concerns are resolved promptly and effectively. If you enjoy working in a fast-paced environment, have a natural ability to care for customers and are confident tackling technical and complex challenges, this is an opportunity to make a real difference to our customers during the busy holiday season. WHAT YOU GET TO DO: - Handle incoming customer calls promptly, addressing inquiries and providing appropriate solutions. - Manage and prioritise customer inquiries and complaints professionally, ensuring customers feel heard and supported. - Escalate issues when necessary to help ensure timely and effective resolution. - Use multiple systems to troubleshoot technical issues and resolve customer queries. - Develop familiarity with transaction processing concepts to support customers effectively. - Work with a diverse range of global clients, providing clear guidance and support based on their needs. - Participate in training initiatives and share knowledge with colleagues across departments to improve issue resolution. - Partner with internal teams to investigate and resolve more complex customer issues through calls. - Resolve customer concerns promptly and efficiently while maintaining high levels of customer satisfaction. - Communicate with customers in a professional, caring and empathetic manner throughout every interaction. WHAT IT TAKES TO SUCCEED: - At least 1 year of previous experience in a customer support role, including partnering with internal teams to resolve customer issues effectively through calls. - Experience responding to critical incidents. - Experience working within fintech is preferable but not required. - Previous experience using Zendesk or a similar customer support platform would be advantageous. - Familiarity with Microsoft Office Suite. - An empathetic approach with the ability to communicate in a caring, friendly and professional manner. - Strong time management skills and the motivation to exceed expectations. - Comfort working in a fast-paced environment. - A tech-savvy and process-driven mindset. - A positive “can-do” attitude and confidence when dealing with complex challenges. - Excellent problem-solving abilities. - Excellent written and verbal communication skills in English. - Availability to work from our Sandton office in Johannesburg for a minimum of 3 days per week. - Availability to work weekends and public holidays as required throughout the contract period. At Paymentology, we believe that making a difference starts with the people behind the work. You will be part of a diverse, global team of Paymentologists who are united by a shared mission to advance the world through payments. This is an opportunity to contribute to meaningful work, collaborate across markets and functions, and help shape the future of a business with global reach and real impact. We are an equal opportunity employer committed to fostering a diverse and inclusive workplace where everyone can thrive. We welcome applications from people of all backgrounds and do not discriminate on any unlawful ground, including race, colour, ethnicity, sex, gender, pregnancy, marital status, family responsibility, age, disability, sexual orientation, religion, belief, language or HIV status. Paymentology will never request any form of payment from applicants at any stage of our recruitment process, including for applications, interviews, training or job placements. If anyone asks you for money while claiming to act on behalf of Paymentology, please treat this as fraudulent and do not make any payment. All legitimate Paymentology vacancies are advertised via our official careers https://www.paymentology.com/about-us/careers page , and our recruitment emails are sent only from official Paymentology domains.