Background

Pesapal is seeking a motivated and customer-focused Customer & Merchant Support Intern to join its team in Zanzibar. This internship offers an excellent opportunity for recent graduates to gain hands-on experience in customer service, merchant support, fintech operations, payment systems, and business operations within a dynamic digital payments environment.

The successful candidate will support customer and merchant service activities by handling inquiries, resolving issues, maintaining support records, and assisting with operational processes. The role provides valuable exposure to payment technologies, customer relationship management, and service delivery best practices while contributing to a positive customer experience.

Responsibilities

• Respond to customer and merchant inquiries through telephone, email, live chat, and ticketing systems.
• Log, categorize, and track support tickets accurately.
• Provide first-level customer and merchant support using established procedures and guidelines.
• Escalate complex issues to senior support team members when necessary.
• Assist in resolving issues related to billing, settlements, merchant onboarding, and account inquiries.
• Follow up on assigned cases to ensure timely resolution and closure.
• Maintain professional and courteous communication with customers and merchants.
• Record and update customer interactions accurately within support systems.
• Assist in preparing shift handover reports and operational updates.
• Support the preparation of basic operational and service reports.
• Help maintain and update FAQs, knowledge base articles, and support documentation.
• Participate in training programs, team meetings, and knowledge-sharing sessions.
• Learn and understand Pesapal products, services, and operational processes.
• Identify recurring customer issues and provide suggestions for service improvement.
• Contribute ideas that enhance customer experience and operational efficiency.

Qualifications

• Recently completed a Bachelor’s Degree in Business Administration, Commerce, Marketing, Economics, Finance, or a related field.
• At least one year of experience in customer service, customer support, or customer-facing roles.
• Excellent verbal and written communication skills.
• Ability to communicate professionally and effectively with customers and merchants.
• Strong interpersonal and customer engagement skills.
• Ability to handle customer concerns and inquiries efficiently.
• Proficiency in Microsoft Excel, Microsoft Word, and Microsoft Outlook.
• Basic computer literacy and familiarity with digital systems.
• Fluency in both English and Kiswahili, written and spoken.

General Requirements

• Strong willingness to learn and develop professionally.
• Positive attitude and customer-focused mindset.
• High level of attention to detail and accuracy.
• Ability to work effectively under pressure.
• Strong organizational and time-management skills.
• Reliability, accountability, and professionalism.
• Good problem-solving and critical-thinking abilities.
• Ability to work both independently and as part of a team.
• Commitment to delivering excellent customer service.
• Strong ethical conduct and confidentiality in handling customer information.
• Adaptability and eagerness to work in a fast-paced fintech environment.

• Respond to customer and merchant inquiries through telephone, email, live chat, and ticketing systems.
• Log, categorize, and track support tickets accurately.
• Provide first-level customer and merchant support using established procedures and guidelines.
• Escalate complex issues to senior support team members when necessary.
• Assist in resolving issues related to billing, settlements, merchant onboarding, and account inquiries.
• Follow up on assigned cases to ensure timely resolution and closure.
• Maintain professional and courteous communication with customers and merchants.
• Record and update customer interactions accurately within support systems.
• Assist in preparing shift handover reports and operational updates.
• Support the preparation of basic operational and service reports.
• Help maintain and update FAQs, knowledge base articles, and support documentation.
• Participate in training programs, team meetings, and knowledge-sharing sessions.
• Learn and understand Pesapal products, services, and operational processes.
• Identify recurring customer issues and provide suggestions for service improvement.
• Contribute ideas that enhance customer experience and operational efficiency.

• Excellent verbal and written communication skills.
• Ability to communicate professionally and effectively with customers and merchants.
• Strong interpersonal and customer engagement skills.
• Ability to handle customer concerns and inquiries efficiently.
• Proficiency in Microsoft Excel, Microsoft Word, and Microsoft Outlook.
• Basic computer literacy and familiarity with digital systems.
• Fluency in both English and Kiswahili, written and spoken.
• Strong willingness to learn and develop professionally.
• Positive attitude and customer-focused mindset.
• High level of attention to detail and accuracy.
• Ability to work effectively under pressure.
• Strong organizational and time-management skills.
• Reliability, accountability, and professionalism.
• Good problem-solving and critical-thinking abilities.
• Ability to work both independently and as part of a team.
• Commitment to delivering excellent customer service.
• Strong ethical conduct and confidentiality in handling customer information.
• Adaptability and eagerness to work in a fast-paced fintech environment.

• Recently completed a Bachelor’s Degree in Business Administration, Commerce, Marketing, Economics, Finance, or a related field.
• At least one year of experience in customer service, customer support, or customer-facing roles.