SeniorLiveSupportConsultant

Meet Ozow Ozow is a leading fintech company that's redefining digital payments in South Africa and beyond. We're dedicated to making payments more accessible, secure, and convenient for both businesses and consumers. As a fast-growing player in the financial technology sector, Ozow fosters a culture of innovation, diversity, and inclusivity. We believe in pushing the boundaries of what's possible and are committed to making a positive impact on the world through our payment solutions.   More about this Ozow fantastic position  As a Senior Live Support Consultant at Ozow, you'll be the frontline of our customer experience - the voice, the solution, and the reason our customers keep coming back. If you're a passionate problem-solver with a customer-first mindset and a knack for turning frustration into delight, this one's for you. Your role and responsibilities Customer Experience & Issue Resolution Serve as the first point of contact for customers across all support channels, delivering timely, accurate, and empathetic resolutions Investigate and resolve payment-related queries, escalating complex issues where appropriate while maintaining ownership throughout Ensure every customer interaction reflects Ozow's commitment to accessible, seamless digital payments Customer Satisfaction Consistently achieve and exceed CSAT and NPS targets by delivering high-quality, first-contact resolutions Champion the voice of the customer internally by identifying recurring pain points and feeding insights back to relevant teams Build trust and loyalty through professional, empathetic, and solution-oriented communication Operational Performance Meet and maintain SLA targets across all support channels - Voice, Email, Chat, and WhatsApp Manage workload effectively in a 24/7 shift environment, maintaining quality and accuracy under pressure Adhere to all internal processes, compliance standards, and regulatory requirements relevant to the payments industry Quality, Productivity & Channe