Nicole Josias
@nicolejosias
Customer support professional across Yoco, Luno and Amazon, handling merchant payments, crypto security and high-volume customer cases.
South AfricaWhat I'm looking for
At Yoco Technologies, I supported merchants with card machines, online payments, Payment Links, Tap-to-Pay and e-commerce integrations. I handled 100+ daily interactions across phone, email, live chat and WhatsApp, troubleshooting payment and device issues and reviewing KYC documents for onboarding.
At Luno, I handled cryptocurrency account, transaction and security cases by email and live chat. I reviewed KYC and Enhanced Due Diligence information and investigated suspicious activity, escalating completed investigations to Risk and Compliance.
At Amazon, I supported retail, Account Change and Book Depository customers across calls, live chat and email. I contributed to the launch of the Book Depository support department, supported new-agent onboarding and floor work, and completed quality reviews for approximately 15 agents.
Across customer support and operations roles, I’ve also coordinated supplier orders and inventory at Takealot.com and handled patient appointment scheduling and records at ISTA Personnel Solutions. I’m available for customer support, email/chat support, customer operations, quality assurance, training support, administration and compliance-focused roles.
Experience
Work history, roles, and key accomplishments
Inbound Customer Service Agent
ISTA Personnel Solutions
Dec 2025 - Jan 2026 (1 month)
Handled approximately 20 patient calls per day, supporting appointment enquiries and working toward AHT and SLA targets. Scheduled, rescheduled and cancelled appointments based on technician availability, patient location, urgency and insurance requirements.
Managed 100+ daily merchant interactions across phone, email, live chat and WhatsApp, supporting card machines, online payments, Payment Links, Tap-to-Pay and e-commerce integrations. Troubleshot connectivity, device configuration, software updates, payment gateway errors, failed transactions, refunds and hardware replacement requests.
Coordinated inbound supply-chain activity for 200+ suppliers across categories including non-perishables, pet care, baby and health. Administered purchase orders by checking product details, quantities, supplier confirmations and expected delivery dates in Oracle and supporting reports.
Secretary Assistant
Springfield Senior School
Apr 2023 - Apr 2023 (0 months)
Supported front-office administration, welcomed visitors, maintained visitor records and directed enquiries to appropriate staff. Prepared, scanned, photocopied, filed and distributed school documents while protecting confidential learner records.
Managed approximately 30-40 daily email and live-chat cases involving cryptocurrency transactions, account access, security and platform support. Reviewed KYC documentation and Source of Funds / Enhanced Due Diligence information, approving or rejecting applications against internal requirements.
Handled more than 100 calls and approximately 30-40 live chats daily in retail customer service, with up to 3-4 concurrent chats; resolved order, delivery, refund, return, payment and account queries. Worked in Account Change, completing security checks for account recovery, password resets, suspicious logins and compromised accounts before restoring access.
Senior Customer Service Agent
Webhelp SA
Nov 2015 - Apr 2016 (5 months)
Resolved billing, payment, account maintenance, contract and service-change enquiries using Siebel CRM. Investigated billing disputes, processed eligible account adjustments and payment arrangements, and escalated complex cases with clear supporting notes.
Handled approximately 60-100 inbound calls daily covering billing, roaming, payments, upgrades, cancellations and account maintenance. Used Crystal CRM and Avaya to verify customer identity, update accounts, document interactions and manage call workflows.
Education
Degrees, certifications, and relevant coursework
Southern Suburbs Youth Academy
Grade 12 (Matric), General
Completed Grade 12 (Matric) in 2011.
Availability
Location
South AfricaAuthorized to work in
Salary expectations
Job categories
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