Customer Service Consultant

Job Advert Summary

We are seeking a highly attentive and responsible Customer Service Consultant to join our Fraud & Risk Department. This role is critical in ensuring customer concerns related to security, suspicious activity, and account irregularities are handled professionally, efficiently, and with the highest level of discretion and care. The consultant will manage queries, process tickets, and escalate concerns to the relevant departments as needed.

Hello Group is a South African company with a bold mission: to create game-changing integrated consumer and business services for migrant and marginalized communities. Our focus is on providing low-cost, easily accessible, and simple-to-use financial solutions, all powered by cutting-edge technology.

What Hello Group Offers

• Onsite Barista – Because life’s too short for bad coffee!
• Exciting Team Events – Work hard, play harder!
• Teambuilding Activities – Get to know your teammates beyond the screen!
• A Culture That Feels Like Family – No corporate robots here—just real people doing great things!
• A Top-Notch Office Space – Where inspiration meets innovation.

Minimum Requirements

Minimum Requirements (Non-Negotiable):

• Education:

  • Matric Certificate (Grade 12)

• Experience:

  • Minimum 2 years working in a customer service consultant role

  • Experience in a finance, telecommunications, risk, fraud, or security-focused environment

  • Experience handling customer complaints, escalations, and sensitive information

Preferred Experience:

• Exposure to or previous work in a Fraud, Risk or Compliance customer service team

• Knowledge of regulatory standards applicable to financial or telecommunications services

• Experience using ticketing, CRM, or workflow platforms (e.g., Zendesk, Freshdesk, Salesforce, etc.)

Non-Negotiable Exposure / Knowledge On:

• Customer service principles and best practices

• Ticketing systems and escalation protocols

• Handling confidential and sensitive customer information

• MS Office Suite (Outlook, Excel, Word)

Key Skills & Competencies:

• Strong communication skills – clear, professional, and empathetic in both written and verbal communication

• High attention to detail and accuracy when capturing or reviewing customer information

• Ability to remain calm and focused under pressure, particularly when dealing with escalated or emotionally sensitive situations

• Discretion and sound judgment in handling confidential or potentially fraudulent matters

• Strong problem-solving skills and the ability to work independently and in a team

• Time management and prioritisation skills in a high-volume environment

Duties and Responsibilities

Key Responsibilities:

• Handle inbound and outbound customer queries related to fraud and risk matters via phone, email, and ticketing systems.

• Accurately log and manage tickets through the internal system, ensuring queries are resolved within agreed timelines.

• Identify suspicious activity and escalate urgent or complex issues to the relevant internal teams (Fraud, Legal, Compliance, IT Security, etc.).

• Liaise with multiple departments to ensure customer issues are thoroughly investigated and resolved.

• Educate customers on security best practices, fraud prevention tips, and steps to take following a suspected breach or incident.

• Assist with any special investigations or reports required by the fraud and risk teams.

• Maintain up-to-date knowledge of fraud trends, system protocols, and risk procedures.

• Ensure compliance with internal policies and external regulatory requirements when handling sensitive customer information.