Customer Support Agent
Kampala, Uganda * Full-time
Pesapal
About Pesapal:
We are the leading payment services company with local know-how in building payments and business tools for Africa. Since 2009 weve empowered tens of thousands of African businesses and entrepreneurs to collect money online and in person via mobiles and cards. We back it up with popular digital tools for ticketing, reservations, reporting, inventory, merchant credit, APIs, and more.
We make it simple and safe for customers to book online and pay at a point-of-sale, or via the Pesapal Mobile App. Pesapal is regulated by the Central Banks of Kenya, Rwanda, Uganda, Zambia and Tanzania. We have 350+ employees in 5 African countries and still growing. We all share a commitment to product innovation that solves Africas payment challenges. Were on track to connect a million African entrepreneurs and customers to electronic payments, e-commerce, and the global financial system by 2030.
Background:
Pesapal Uganda is seeking a Customer Support Agent to join our growing team. The ideal candidate will demonstrate the ability to provide effective and innovative solutions to customer needs while managing and resolving tickets raised by customers and merchants, as well as supporting sales operations.
What Success Looks Like at Pesapal
1. Deliver Exceptional Results:
- Sets and consistently achieves high benchmarks for sales outcomes.
- Strategically plans work and executes with accountability and discipline.
- Uses analytic insight to drive performance and decision-making.
2. Solve for Our Customers:
- Builds strong client relationships through empathy, consultative insight, and responsiveness.
- Anticipates customer needs and champions solutions that create value.
- Ensures sales and service practices enhance satisfaction and loyalty.
3. Together, We Do Great Work:
- Collaborates with cross-functional teams (Marketing, Product, Tech, Finance, Operations).
- Promotes knowledge sharing, mentorship, and collective success.
- Empowers teams to contribute positively to organizational outcomes.
4. Own Our Outcomes:
- Takes ownership of results, decisions, and continuous improvement.
- Seeks and acts on feedback to refine approaches.
- Demonstrates resilience and leads by example.
Position Title: CUSTOMER SUPPORT AGENT
Number of Vacancies: 1 (ONE)
Location: KAMPALA (UGANDA)
Job Summary:
The Customer Support Agent is responsible for delivering timely and effective support to customers and merchants by addressing service issues and providing innovative solutions. The role involves managing and resolving tickets raised by customers, merchants, and sales team, ensuring that all inquiries and concerns are handled efficiently and professionally.
The position requires a strong understanding of the company’s customer and merchant service policies, as well as comprehensive product knowledge. This enables the role holder to provide accurate guidance, troubleshoot issues effectively, and ensure a positive service experience for all customers and related stakeholders while supporting overall operational efficiency.
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QUALIFICATIONS / SKILLS
Education, Skills & Experience Required:
- Bachelor’s degree in a business-related field.
- Knowledge of call center tracking systems
- Excellent verbal and written communication skills
- Knowledge of ZOHO CRM and other CRM Systems
- Proficiency in MS Excel, PowerPoint and other M365 Applications
HOW TO APPLY
Deadline: Open until filled
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