Customer Support Lead

In brief

Overview This role as a Customer Support Lead at Fido South Africa is pivotal in defining the customer experience. The individual will lead customer engagement across various channels, ensuring that customers receive timely, empathetic, and personalised support. The position involves building strong customer relationships, understanding customer needs, effectively resolving concerns, and contributing to a service culture that distinguishes Fido in the market. This role is suited for individuals who genuinely enjoy helping people, take ownership of the customer experience, and thrive in a fast-paced environment. What you will do * Manage a high volume of inbound and outbound calls, emails, and chat interactions in a timely and professional manner. * Respond to customer enquiries accurately and empathetically, following communication guidelines for each query type. * Build sustainable customer relationships by going the extra mile and delivering a consistently excellent experience. * Identify customer needs, clarify information, and investigate issues to provide relevant, effective solutions. * Guide customers through product features, troubleshooting steps, and self-service options. * Diagnose and resolve common system, app, or transaction issues, escalating more complex cases where necessary. * De-escalate situations involving dissatisfied customers with patience, professionalism, and sound judgement. * Identify and act on appropriate opportunities to introduce customers to relevant Fido products and services. * Contribute to team upsell and cross-sell targets by engaging customers in a consultative, needs-based manner. * Monitor customer support performance and contribute to achieving team KPIs across quality, productivity and customer satisfaction. * Maintain accurate records of customer interactions and feedback in the CRM/helpdesk system. * Perform additional customer experience and operational tasks as assigned by team leadership. Requirements (from the original advert) * Minimum three (3) years in a customer service, customer support or customer experience role. * Experience in fintech, financial services, or telecoms will be an advantage. * Proficient in Microsoft Office Word, Excel, Outlook. * Excellent written and verbal communication skills in English. * Strong digital literacy with the ability to quickly learn and navigate multiple systems. * Familiarity with helpdesk tools such as Zendesk or Freshdesk is an advantage. * Additional South African languages are a plus. * Exceptional ability to build rapport, demonstrate empathy, and handle sensitive conversations with care and discretion. * Highly organised, self-motivated, and comfortable working in a high-volume, fast-paced environment, including weekend shifts. * Demonstrates sound judgement and unquestionable integrity when handling confidential customer and financial information. * Strong ownership mindset with a genuine passion for creating positive customer experiences. Who should apply This role is ideal for a candidate who genuinely enjoys helping people, takes ownership of the customer experience, and thrives in a fast-paced, high-volume environment. The ideal candidate should also be highly organised, self-motivated, comfortable with weekend shifts, and possess a strong ownership mindset with a genuine passion for creating positive customer experiences. Deadline Not specified Reference Original posting: https://www.myjobmag.co.za/job/customer-support-lead-fido-south-africa Source: myjobmag

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• Microsoft Excel
• Microsoft Office
• Customer service

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

Before you apply

• Confirm the requirements and closing date on the original listing (myjobmag). SPANi lists vacancies from other sites and may not reflect last-minute changes.
• Legitimate employers do not charge application, registration or training fees.
• Don't send your ID or bank details before you have confirmed the employer is real.

How to spot a job scam

Before you apply

• Read the full advert and confirm you meet the minimum requirements before applying.
• Tailor your CV headline and most recent experience to the job title and key skills.
• Note the closing date and reference number, and keep a copy of what you submit.
• Apply only through the employer or job board link — never pay to apply.