• Respond to customer inquiries regarding payment systems, transactions, account issues, and product features via email, chat, phone, and social media. • Assist customers in troubleshooting failed transactions, account access problems, and payment disputes. • Document customer interactions in our CRM and ticketing system, ensuring accuracy and up-to-date records. • Escalate unresolved issues to senior support staff or the relevant department. • Assist in processing and investigating payment disputes and refunds as per the Customer Service framework. • Collaborate with product and tech teams to gather feedback and identify common customer issues. • Monitor and follow up on open support tickets to ensure timely resolution. • Participate in internal training to enhance knowledge of the payment platform, troubleshooting processes, and customer service best practices. • Contribute to improving the knowledge base, FAQs, and customer support resources. • Support continuous improvement of customer service processes for enhanced efficiency.

• Bachelor’s degree in Business, Technology, Economics, Marketing, or a related field. • 6 months – 1 year of customer service experience, preferably in payments, fintech, or technology. • Solid understanding of payment systems, digital transactions, and e-commerce platforms is a plus. • Strong written and verbal communication skills, with the ability to explain technical information to non-technical users. • Ability to handle customer inquiries and complaints professionally, especially in high-pressure situations. • Familiarity with CRM software and ticketing systems. • Experience with payment processing platforms or online transactions is an added advantage. • Strong problem-solving skills with a customer-first attitude. • Excellent organizational skills and attention to detail. • Basic technical troubleshooting skills and a willingness to learn new technologies. • Strong interpersonal skills with the ability to work both independently and in a team. • Positive attitude, adaptability, and eagerness to learn.

Hands-on experience in customer service within the fintech sector. Exposure to banking and payment system operations. Opportunity to work with a dynamic team and build a professional network. 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 by 21st February 2025.