Summary
Date Posted: Thursday, February 27 2025, Base Salary: Not Disclosed

JOB DETAILS:

Job Summary
The person in this role will be responsible for providing customer support across multiple channels. Their role is a combination of direct customer service and merchant support combined with technical administrative assistance.

Key Duties and Responsibilities
• Customer Support & Issue Resolution – Respond to customer inquiries across multiple channels (chat, email, phone) and strive for high first-contact resolution rates.
• Escalation & Follow-ups – Escalate complex issues to relevant teams and conduct follow-ups to ensure timely resolution and customer satisfaction.
• Knowledge Base & Customer Education – Maintain FAQs, product guides, and self-service resources while educating customers on new features and services.
• Customer Engagement & Retention – Conduct proactive outreach, check-ins, and engagement initiatives to improve user experience and retention.
• Training & Product Expertise – Stay updated on product updates, conduct training sessions, and perform product demos for prospective clients.
• Collaboration with Internal Teams – Work with product, IT, risk, and compliance teams to enhance platform services and resolve customer issues.
• Data Management & Reporting – Maintain detailed records of customer interactions using CRM tools and prepare reports on trends and service improvements.
• Compliance & Security – Adhere to financial, data protection, and security compliance requirements in all customer interactions.
• Account & Identity Verification – Assist customers with account setup, KYC verification, and security authentication.
• Service Improvement & Feedback – Gather and provide insights from customer feedback to optimize platform features and overall service delivery

QUALIFICATIONS, SKILLS AND EXPERIENCE
Basic Qualifications
• A bachelor’s degree in Business Administration, Finance, Communications, IT, or a related field (or equivalent experience).

Experience
• Minimum of 2 years of experience in customer service, call center, or related roles.
• Internships or part-time roles in customer-facing positions are advantageous.
• Familiarity with financial products or tech-related customer service is a bonus.
• Familiarity with chatbots, ticketing systems, or social media platforms for customer engagement is preferred.
• Familiarity with customer support tools (e.g., Freshdesk).
• Ability to handle multiple tasks in a fast-paced environment.

Skills and Competencies
• Good Communicator
• Problem-solver
• Empathetic and patient
• Easily Adapts
• Team player
• Attention to detail
• Strong problem-solving
• Excellent organizational skills to prioritize multiple customer queries and meet response deadlines.
• Basic understanding of financial and technology terms is a plus.
• Ability to use and troubleshoot basic software tools or apps.
• Commitment to providing a positive customer experience and exceeding expectations

Why Join Us?
• Impact-Driven Work – Play a key role in shaping innovative fintech solutions, whether in automation, marketing, design, or customer success.
• Growth & Learning – Gain hands-on experience, collaborate across teams, and develop skills in a fast-paced, high-growth environment.
• Dynamic & Collaborative Culture – Be part of an agile team that values creativity, problem-solving, and open communication.
• Ownership & Innovation – Take charge of meaningful projects, influence key decisions, and make a lasting impact in the fintech space.


Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
Interested in applying for this job? Click here to submit your application now.

KFL will ONLY consider online applications submitted through her email below. Interested persons who fully meet the required job specifications and with the right personal attributes for the above positions will be the only ones considered for these roles.

Please submit your application (Cover letter, CV, Academic documents) to email.

Indicate the position you are applying for subj on the SUBJECT LINE.

APPLICATION DEADLINE:

All applications should reach the Kanzu Finance email by 7th March 2025 at 11:59 pm.

NOTE:
● ONLY online applications will be considered. Applications submitted by hand delivered will not be accepted.
● Flexible contract based on project needs
● The roles are Remote/Flexible
● Academic documents for the successful candidates will be vetted, and background checks conducted before they are considered.
● Only short-listed and successful candidates will be contacted, and any form of lobbying will lead to automatic disqualification.


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