Call Center Customer Service Representative

About the role

The Call Center Customer Service Representative provides first‑level support for merchants, customers and internal teams in the POS terminal rental business. This entry‑level position involves handling enquiries, basic troubleshooting, and coordinating terminal deployments or replacements.

Key responsibilities

• Answer incoming calls, emails, WhatsApp messages and service tickets from merchants, customers and partners.
• Provide first‑level support for POS terminal issues such as hardware, connectivity, SIM cards, charging, printing, login and transaction enquiries.
• Guide merchants through simple troubleshooting steps and escalate complex technical problems to the appropriate team.
• Coordinate terminal deployment, replacement, collection and swap arrangements with field technicians, logistics providers and internal operations.
• Track installation appointments, replacement schedules and device return status, ensuring service requests meet response‑time standards.
• Communicate professionally with all stakeholders and promptly escalate urgent or repeated issues.

Required profile

• Willingness to work weekends and public holidays as required.
• Basic computer literacy (Microsoft Word, Excel, email and messaging tools).
• Strong communication and customer‑service orientation.
• Ability to work independently and as part of a team.
• Patient, responsible and detail‑oriented.

Required skills

• Microsoft Word
• Microsoft Excel
• POS terminals
• Payment devices
• Android devices or mobile applications