The Ugandan Jobline

Job Title:  Customer Service Intern (Fresher Jobs)

Organisation: Agent Banking Company (ABC)

Duty Station: Kampala, Uganda

About Organisation:

The Agent Banking Company (ABC) was established in 2017 by Uganda Banker’s Association (UBA) the umbrella organization for commercial banks in Uganda and Eclectics a pan-African technology company. Similar to the Mobile Money model, Agent Banking empowers commercial banks to appoint agents to provide banking services such as deposits, withdrawals and more on their behalf. Agents can be the local shopkeeper, kiosk owners, supermarket attendant or anyone in your community who has been authorized by your bank.

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 Duties and 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 and Experience:

• 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.

How to Apply:

Interested candidates should submit their CV and a cover letter outlining their interest and qualifications to applications@agentbanking.co.ug

Deadline: 21st February 2025.

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