Escalations Agent - Funded Channel

iStore is Africas largest Apple Premium Reseller, offering world-class Apple products, services, and customer experiences through a nationwide retail footprint and online platform. As part of the Core Group, iStore partners closely with leading Telco providers and financial institutions to deliver innovative funded channel solutions to customers. Driven by a passion for technology and service excellence, iStore continues to grow rapidly, creating opportunities for talented professionals to make a meaningful impact in a dynamic retail environment. About the Role We are seeking a proactive and resilient Escalations Agent to join our Funded Channel Central Support team at iStore Head Office. This role is responsible for managing escalated queries relating to funded transactions, working within strict SLA timelines to resolve complex or unresolved cases. You will serve as the central point of contact for funding-related escalations, collaborating closely with internal departments and Telco partners to drive timely resolutions, identify root causes, and support continuous process improvement. Key Responsibilities Own and resolve all escalations related to funded transactions within agreed SLA timeframes Liaise with internal teams including Finance, Retail, Vetting, and Support to investigate and close out cases Work closely with Telco partners to escalate and follow up on external issues Accurately document and track each escalation, ensuring clear outcomes and next steps are recorded Contribute to root cause analysis and support process improvement initiatives Maintain professional, customer-focused communication in high-pressure situations Ensure all cases are managed with urgency, accuracy, and attention to detail Required Skills and Experience 2 years experience in a customer service, operations, or support environment Strong written and verbal communication skills Proven ability to manage high-pressure escalations with urgency and diplomacy Understanding of funded transactions, credit vetting, and Telco operations Experience working with CRM or ticketing systems (e.g. Zendesk, Jira) Highly organised with strong problem-solving capability Comfortable working weekends as part of a rotating schedule If you are a solutions-driven professional who thrives in fast-paced environments and enjoys resolving complex operational challenges, wed love to hear from you.