Summary
Date Posted: Wednesday, February 19 2025, Base Salary: Not Disclosed

JOB DETAILS:
Agent Banking Company (ABC) is a Payment System Operator licensed by the Bank of Uganda. We provide financial services platforms and infrastructure to financial service providers, facilitating seamless transactions across Uganda. Our mission is to enhance financial inclusion through shared and interoperable financial services solutions.

Job Summary:
ABC is seeking a proactive and customer-oriented Customer Service Intern to join our dynamic team. If you have proven customer service experience in a technology or payments-related field, we want to hear from you. As a Customer Service Intern at ABC, you will assist in providing outstanding support to our users, helping them navigate our payment systems, troubleshoot issues, and ensure a seamless experience. Your proven customer service experience within the payments system or technology industry will be essential in delivering high-quality solutions and ensuring customer satisfaction.

Key Responsibilities:
• Provide timely and accurate responses to customer inquiries regarding payment systems, transactions, account issues, and product features, via email, chat, phone, and social media.
• Assist customers in troubleshooting payment-related issues, such as failed transactions,
• account access problems, and payment disputes.
• Document customer interactions in our CRM and ticketing system, ensuring details are accurate and up to date.
• Identify and escalate unresolved issues to senior support staff or the relevant department for further action.
• Assist in processing and investigating payment disputes and claims for refund as per Customer Service framework.
• Collaborate with the product and tech teams to gather feedback and identify common issues faced by customers.
• Monitor and follow up on open support tickets to ensure timely resolution and customer satisfaction.
• Participate in internal training to enhance knowledge of the payment platform, troubleshooting processes, and customer service best practices.
• Assist with refining and improving the knowledge base, FAQs, and customer support resources.
• Contribute to improving overall customer service processes and support tools for a more efficient operation.

Qualifications & Skills:
• A bachelor’s degree in a business or technology or Economics or Marketing course or another relevant field.
• Proven customer service experience (preferably 6 months to 1 year) in a payments, fintech, or technology-related field.
• Solid understanding of payment systems, digital transactions, and/or e-commerce platforms is highly desirable.
• Strong communication skills, both written and verbal, with the ability to communicate technical information clearly and effectively to non-technical users.
• Ability to handle customer inquiries and complaints professionally and patiently, especially in
• high-pressure situations.
• Familiarity with CRM software and ticketing systems.
• Experience with payment processing platforms or online transactions is a plus.
• Strong problem-solving abilities with a customer-first attitude.
• Excellent organizational skills and attention to detail, with the ability to manage multiple customer cases simultaneously.
• Basic technical troubleshooting skills; willingness to learn new systems and technologies quickly.
• Excellent interpersonal skills
• Ability to work well both independently and as part of a team.
• A positive attitude, adaptability, and eagerness to learn.

Benefits:
• Hands-on experience in Customer Service within the fintech sector.
• Exposure to banking and payment systems operations.
• Opportunity to work with a dynamic team and build a professional network.
• A certificate of completion and potential consideration for future employment opportunities.

Work Hours: 8

Experience in Months: 12

Level of Education: Bachelor Degree

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