Customer Service Consultant

Hello Group – a South African company dedicated to creating game‑changing, integrated financial solutions for migrant and marginalized communities.

Location: Centurion, Gauteng | Job Type: Entry Level | Posted: 2025-11-19

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About the Role

We are looking for a Customer Service Consultant to join our Fraud & Risk Department. You will handle customer concerns about security, suspicious activity, and account irregularities with professionalism and discretion.

What We Offer

• Onsite barista – great coffee every day
• Team events and building activities
• A family‑like culture, no corporate robots
• Modern, inspiring office space

Minimum Requirements

• Education: Matric Certificate (Grade 12)
• Experience: At least 2 years in a customer service consultant role in finance, telecommunications, risk, fraud, or security
• Key competencies:
  • Handling customer complaints, escalations, and sensitive information
  • Knowledge of ticketing, CRM, or workflow platforms (e.g., Zendesk, Freshdesk, Salesforce)
  • Strong problem‑solving skills and ability to work independently and as part of a team
  • Time management and prioritisation in a high‑volume environment
  • Discretion and sound judgement when dealing with confidential or potentially fraudulent matters

Preferred Experience

• Previous work in a Fraud, Risk, Compliance, or Security‑related customer service team
• Knowledge of regulatory standards for financial or telecommunications services
• Experience with ticketing or CRM systems (Zendesk, Freshdesk, Salesforce)
• Multilingual ability is very beneficial

Key Skills & Competencies

• Ability to stay calm and focused under pressure
• High attention to detail and accuracy
• Strong communication skills in multiple languages (beneficial)
• Excellent organisational and prioritisation skills

Duties and Responsibilities

1. Handle inbound and outbound customer queries related to fraud and risk via phone, email, and ticketing systems.
2. Log and manage tickets accurately, ensuring resolution within agreed timelines.
3. Identify suspicious activity and escalates urgent or complex issues to relevant internal teams (Fraud, Legal, Compliance, IT Security).
4. Liaise with multiple departments to investigate and resolve customer issues thoroughly.
5. Educate customers on security best practices and fraud prevention.
6. Assist with special investigations or reports for fraud and risk teams.
7. Maintain up‑to‑date knowledge of fraud trends and risk procedures.
8. Ensure compliance with internal policies and external regulatory requirements when handling sensitive information.

How to Apply

Open until filled. Please apply through the link below.

Apply for Customer Service Consultant