Siphoesihle M.
Mid-Level Fintech Customer Service Consultant
Open to offersNew to PlatformAbout
Siphoesihle M. is an experienced Customer Service Consultant specializing in payments processing, dispute resolution, and fraud investigation within the fintech, online gaming, travel, and e-commerce sectors. In their current role at Paymentology, Siphoesihle M. investigates transaction declines, assists with card issuance, addresses FICA compliance, and manages customer disputes using platforms like Zendesk, collaborating closely with internal teams to resolve complex issues. At Raging River (Betway), Siphoesihle M. managed high-value accounts, handled betting and payout queries, promoted responsible gambling, and contributed to client retention using CRM systems. Their background as a Travel Consultant at Nutun (Talixo) included booking management and support, while their experience as a Technical Advisor for Webhelp (Amazon) focused on troubleshooting software and hardware issues for customers. Currently pursuing a Diploma in Information Technology, Siphoesihle M. brings a strong technical foundation to customer support roles in highly regulated industries.
Experience
Customer Service Agent
Raging River (Betway) · 2023 — 2025Managed high-value customer accounts by providing tailored support and promotions. Assisted customers with queries related to betting, payout calculations, and market explanations. Promoted responsible gambling practices and intervened upon identifying risk indicators. Utilized CRM tools to track interactions and anticipate customer needs, while maintaining strong client relationships to foster retention and account growth.Payments Operations consultant
Paymentology · 2024 — PresentInvestigate transaction declines through merchant and terminal analysis. Assist customers with card unblocking, new card issuance, and account updates. Handle FICA-related queries, disputes, and fraud investigations ensuring adherence to compliance standards. Resolve customer tickets via Zendesk and phone support efficiently while maintaining service level targets. Collaborate with internal teams for timely resolution of escalated issues.Travel Consultant
Nutun (Talixo) · 2022 — 2022Assisted customers in booking flights, hotels, car rentals, and travel packages. Processed booking amendments, cancellations, and upgrades with accuracy. Recommended additional services to enhance customer experiences. Delivered support via phone and email, ensuring efficiency and precision.Customer Service Technical Advisor
Webhelp (Amazon) · 2019 — 2021Diagnosed and resolved technical issues associated with software, hardware, and devices. Guided customers through troubleshooting steps utilizing remote support tools. Educated customers on product usage to help prevent recurring issues. Maintained a professional demeanor in a high-volume, fast-paced support environment.
Skills & Expertise
Education
- DIPLOMA IN INFORMATION TECHNOLOGYRICHFIELD COLLEGE · 2023 — Present
- MATRICPHAFOGANG SECONDARY SCHOOL · 2010 — 2014
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