About Pesapal

Pesapal is the leading payment services company with local know-how in building payments and business tools for Africa. Since 2009, Pesapal has empowered tens of thousands of African businesses and entrepreneurs to collect payments online and in person via mobile phones, cards, and bank transfers, backed by popular digital tools for ticketing, reservations, reporting, inventory, merchant credit, and APIs.

We support growth for everyday businesses across Africa, providing a secure, convenient, and effortless tech-enabled infrastructure tailored to enable them to thrive and deliver seamless payment experiences for their consumers. We are on track to connect a million African businesses to digital payments, e-commerce, and the global financial system by 2030.

Job Summary

The Customer & Merchant Support Intern is a 6-month contract, on-site role based in Dar es Salaam, Tanzania. This role is designed to provide hands-on experience in customer and merchant support operations. The intern will support the team in handling inquiries, resolving basic issues, and maintaining service quality across multiple support channels while learning core operational processes, tools, and service standards.

The ideal candidate is proactive, detail-oriented, and customer-centric, with a strong willingness to learn and the ability to handle customer interactions professionally within a fast-paced support environment.

What Success Looks Like at Pesapal

1. Deliver Exceptional Results:

• Provides accurate and timely support to customers and merchants under guidance

• Maintains high-quality ticket documentation and communication

• Demonstrates strong attention to detail and adherence to support processes

• Shows continuous improvement in handling customer interactions

2. Solve for Our Customers:

• Listens actively and responds with empathy and professionalism

• Supports resolution of customer and merchant inquiries using standard procedures

• Escalates complex issues appropriately to ensure timely resolution

• Learns to anticipate and understand customer needs

3. Together, We Do Great Work:

• Collaborates with team members and cross-functional teams including Sales, Risk, Finance, and Operations.

• Actively participates in team meetings, training, and knowledge sharing.

• Contributes ideas to improve customer experience and operational efficiency

4. Own Our Outcomes:

• Takes responsibility for assigned tasks and follows through to completion

• Maintains accurate records and updates in support systems

• Demonstrates a proactive attitude toward learning and development

• Acts with professionalism and accountability in all interactions

Key Responsibilities

Customer & Merchant Support

• Assist in responding to customer and merchant inquiries via call, email, chat, and ticketing systems

• Log, categorize, and update support tickets accurately

• Provide basic support using approved scripts and standard operating procedures

• Escalate complex or sensitive issues to senior team members

Issue Resolution & Follow- Up

• Support investigation of common issues such as billing, settlements, onboarding, and account queries

• Follow up on assigned tickets to ensure timely closure

• Maintain clear and professional communication with customers and merchants.

Operational Support

• Maintain accurate and complete records of all interactions

• Support preparation of shift handover notes and basic reports

• Assist in updating FAQs, knowledge base articles, and support documentation

Learning & Continuous Improvement

• Participate in training sessions and team meetings

• Identify recurring issues and share insights with the team

• Build knowledge of Pesapal products, services, and operational processes

Must-Have Job Requirements

• Recently completed a Degree in Business or a related field

• One (1) year and above experience in customer service or customer-facing roles (internship/attachment experience accepted)

• Strong verbal and written communication skills

• Good interpersonal and customer engagement skills

• Basic proficiency in MS Office (Excel, Word, Outlook)

• Fluency in written and spoken English and Kiswahili

Personal Attributes:

• Strong willingness to learn and grow

• Customer-centric mindset with a positive attitude

• High attention to detail and accuracy

• Ability to work in a fast-paced environment

• Professional, reliable, and accountable

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.