Contact Centre Agent (Flexi-Perm)

About the role

Lesaka Technologies is looking for a customer-focused, results-driven Flexi-Perm Contact Centre Agent in Johannesburg. The role supports sales and digital migration objectives: understanding customer needs, assisting with account servicing and origination, handling queries, supporting activation and selling complementary financial products, while guiding customers toward digital and self-service channels. It is described as entry level but requires relevant qualifications, regulatory compliance and 1-2 years of related experience.

Key responsibilities

• Engage with customers to understand their needs and determine the right assistance or solution.
• Authenticate customers using relevant systems and procedures, and carry out regulatory checks (FICA, POPIA, NCR, FAIS).
• Assist with account servicing and account origination within the employee's authorised mandate, referring matters outside it to the Team Leader.
• Handle loans and insurance sales responsibly and resolve customer queries and complaints within agreed timelines.
• Convert identified leads into sales, meet agreed sales targets and support customer retention.
• Migrate customers from cash-based transactions to digital and self-service channels, and support customer activation during onboarding.
• Identify opportunities to cross-sell complementary products based on customer needs.
• Support cost-containment activities and act within business guidelines, procedures and regulatory requirements.

Required profile

• NQF Level 4 qualification as a minimum; a relevant NQF Level 5 qualification (as prescribed by the Financial Services Board) or a recognised Business Diploma or Higher Certificate at NQF Level 6 is preferred.
• Regulatory Examination (RE) qualification.
• 1-2 years of related experience in customer service, contact centre, sales, financial services, account servicing or similar.
• FAIS compliance.
• Ability to manage oneself, prioritise responsibilities and stay accountable for performance.

Required skills

• Computer literacy and Microsoft Office proficiency.
• Clear communication, effective listening and ability to explain digital processes simply.