About Pesapal:

We are the leading payment services company with local know-how in building payments and business tools for Africa. Since 2009 weve empowered tens of thousands of African businesses and entrepreneurs to collect money online and in person via mobiles and cards. We back it up with popular digital tools for ticketing, reservations, reporting, inventory, merchant credit, APIs, and more.

We make it simple and safe for customers to book online and pay at a point-of-sale, or via the Pesapal Mobile App. Pesapal is regulated by the Central Banks of Kenya, Rwanda, Uganda, Zambia and Tanzania. We have 350+ employees in 5 African countries and still growing. We all share a commitment to product innovation that solves Africas payment challenges. Were on track to connect a million African entrepreneurs and customers to electronic payments, e-commerce, and the global financial system by 2030.

Background:

Pesapal Uganda is seeking a Customer Support Agent to join our growing team. The ideal candidate will demonstrate the ability to provide effective and innovative solutions to customer needs while managing and resolving tickets raised by customers and merchants, as well as supporting sales operations.

What Success Looks Like at Pesapal

1. Deliver Exceptional Results:

• Sets and consistently achieves high benchmarks for sales outcomes.

• Strategically plans work and executes with accountability and discipline.

• Uses analytic insight to drive performance and decision-making.

2. Solve for Our Customers:

• Builds strong client relationships through empathy, consultative insight, and responsiveness.

• Anticipates customer needs and champions solutions that create value.

• Ensures sales and service practices enhance satisfaction and loyalty.

3. Together, We Do Great Work:

• Collaborates with cross-functional teams (Marketing, Product, Tech, Finance, Operations).

• Promotes knowledge sharing, mentorship, and collective success.

• Empowers teams to contribute positively to organizational outcomes.

4. Own Our Outcomes:

• Takes ownership of results, decisions, and continuous improvement.

• Seeks and acts on feedback to refine approaches.

• Demonstrates resilience and leads by example.

Position Title: CUSTOMER SUPPORT AGENT

Number of Vacancies: 1 (ONE)

Location: KAMPALA (UGANDA)

Job Summary:

The Customer Support Agent is responsible for delivering timely and effective support to customers and merchants by addressing service issues and providing innovative solutions. The role involves managing and resolving tickets raised by customers, merchants, and sales team, ensuring that all inquiries and concerns are handled efficiently and professionally.

The position requires a strong understanding of the company's customer and merchant service policies, as well as comprehensive product knowledge. This enables the role holder to provide accurate guidance, troubleshoot issues effectively, and ensure a positive service experience for all customers and related stakeholders while supporting overall operational efficiency.

Key Responsibilities:

1. Customer Service

• First point of contact for all business customers and merchants.

• Analyse and respond appropriately to queries from customers/merchants via telephone and e-mail, working towards an appropriate solution

• Attend to all tickets raised by customers, providing timely and innovative solutions to service issues.

• Maintain a strong command of customer service policies and ensure a positive customer experience.

2. Merchant Engagement

• Acquire a thorough understanding of assigned merchants needs and requirements.

• Establish a relationship with assigned merchants and help them settling in by resolving any issues and problems faced during onboarding process.

• Engage assigned merchants monthly via calls, emails, or visits.

• Respond to merchant inquiries and resolve concerns, ensuring high-quality support.

• Maintain up-to-date knowledge of merchant processes and products to offer accurate guidance.

3. Sales Support

• Provide troubleshooting assistance for merchant orders, account statuses and relevant problems

• Support the sales team by addressing operational queries and assisting with sales-related tickets.

• Collaborate with internal teams to ensure smooth sales operations and issue resolution.

4. Business Growth & Expansion

• Identify opportunities to enhance customer and merchant engagement that could contribute to revenue growth.

• Provide feedback to the business on trends, recurring issues, and potential improvements to products or services.

Education, Skills & Experience Required:

• Bachelor's degree in a business-related field.

• Knowledge of call center tracking systems

• Excellent verbal and written communication skills

• Knowledge of ZOHO CRM and other CRM Systems

• Proficiency in MS Excel, PowerPoint and other M365 Applications

Why Join Us?

Innovative Environment: Opportunity to work on cutting-edge financial technology products and services

Professional Growth: Access to opportunities for skill development, training, and career advancement. We believe in investing in our people and helping them reach their full potential.

Impactful Work: Be part of a passionate team transforming the African financial Landscape

Dynamic Work Culture: Be part of a dynamic, fast-paced environment where you experience a myriad of exciting challenges, opportunities, and thrilling adventures.

Equity & Inclusion Statement

Pesapal is committed to fostering a diverse and inclusive work environment where all individuals are valued, respected, and have equal access to opportunities for growth.

We believe that diverse perspectives enhance our creativity, problem-solving abilities, and overall success.

*Due to the volume of applications received, only shortlisted candidates shall be contacted.