Overview
Customer Service Advisor – Financial Banking – Digicall Jobs in City of Cape Town, Western Cape, South Africa at Trending Talent Solutions
Title: Customer Service Advisor – Financial Banking – Digicall
Company: Trending Talent Solutions
Location: City of Cape Town, Western Cape, South Africa
ROLE SUMMARY
The Customer Service Advisor is responsible for providing telephonic and digital customer support across voice, email and chat channels. The role focuses on resolving remittance, transaction and account-related enquiries, delivering an exceptional customer experience, and ensuring customer satisfaction through accurate, efficient and professional service.
The incumbent will assist customers with money transfers, payment queries, transaction status updates, account support and general service requests, while adhering to company policies, financial regulations and data privacy requirements.
If you’re ready to belong to an “open mindset” work culture that promotes continuous learning and improvement, prioritises service excellence, values individuals, and celebrates the people who light up our world, apply now and show us how you’ll shine!
QUALIFICATION
- Minimum: Grade 12 or equivalent NQF level 4
EXPERIENCE
- 1 to 2 years' customer service experience within a contact centre environment
- Experience supporting customers across voice, email and / or chat channels
- Experience handling customer enquiries, service requests and complaint resolution
- Experience working across multiple systems and accurately capturing customer interactions and customer information
- Previous exposure to financial services, banking, fintech, remittance, digital payments or money transfer services will be advantageous
- Experience supporting a diverse customer base within a fast-paced, service-driven environment will be advantageous
SKILLS & KNOWLEDGE
- Excellent verbal and written communication skills (English, Sesotho, isiNdebele, Shona, Chichewa)
- Computer literate (MS Office & CRM/contact centre systems experience)
- Excellent understanding of Key Performance Indicators (KPIs), including productivity, quality and adherence
- Excellent understanding of contact centre telephony systems and dialler functionality
- Strong customer service, problem-solving and query resolution skills
- Ability to accurately capture customer information and maintain attention to detail
- Ability to work effectively in a fast-paced, target-driven environment
- Knowledge of financial services, remittance or money transfer processes will be advantageous
RESPONSIBILITIES
Operational:
- Appropriately manage all customer enquiries across voice, email and chat channels.
- Consistently achieve performance targets and standards relating to productivity, adherence, turnaround time and quality.
- Accurately capture, verify and update customer information on the relevant systems.
- Ensure a professional, polite and efficient service is provided to all customers, acting as a brand ambassador at all times.
- Deliver an exceptional customer experience by providing accurate, efficient and customer-focused support.
- Effectively manage difficult customer interactions and complaints, aiming to resolve issues at first point of contact where possible.
- Assist customers with account-related enquiries, transaction queries, payment and transfer-related issues, and general service requests.
- Support customers with transfer status enquiries, delayed, pending, failed or expired transactions, and account support matters.
- Contact customers where required to obtain information, provide feedback and follow through on the resolution of queries.
- Maintain a sound understanding of products, services, systems and processes to ensure accurate customer guidance and support.
- Report issues and variances affecting customer queries to management and relevant departments, ensuring unresolved matters are escalated appropriately.
- Escalate unresolved transaction, payment or account-related issues in accordance with established processes and service requirements.
- Ensure compliance with regulatory requirements, company policies, data privacy standards and agreed quality benchmarks.
- Follow company processes accurately to ensure quality, consistency and compliance in service delivery.
- Take ownership of every customer interaction, ensuring information and guidance provided are accurate and, in the customer’s, best interest.
- Handle customer objections professionally and appropriately to achieve positive outcomes while maintaining customer satisfaction.
- Continuously work towards improving customer experience and service delivery.
BENEFITS
Digicall offers a range of core and value-added benefits to equip and empower you to live your best life.
You will benefit from support and assistance that offers you choices and gives you peace of mind, including medical insurance, TSA risk benefit, and long service awards.
Through our employee wellness and recognition programmes, we foster a workplace where every individual is supported, celebrated, and empowered to shine.
Cape Town
Woodstock
Published Date: 13 July 2026
Closing Date: 24 July 2026
