Website Pesapal
Pesapal
Customer & Merchant Support Intern
Position Details
| Item | Details |
|---|---|
| Position | Customer & Merchant Support Intern |
| Company | Pesapal |
| Location | Dar es Salaam |
| Employment Type | Full-Time Internship (6-Month Contract) |
| Work Arrangement | On-Site |
About Pesapal
Pesapal is a leading African payment services and financial technology company that provides payment solutions and business tools to merchants across the continent.
Since 2009, Pesapal has enabled businesses to collect payments through:
- Mobile Money
- Bank Transfers
- Debit and Credit Cards
- Online Payment Platforms
The company also provides digital solutions for:
- Ticketing
- Reservations
- Reporting
- Inventory Management
- Merchant Credit
- APIs and Integrations
Pesapal’s vision is to connect one million African businesses to digital payments, e-commerce, and the global financial system by 2030.
Job Summary
The Customer & Merchant Support Intern will provide first-line support to customers and merchants while gaining practical experience in customer service, issue resolution, and fintech operations.
The role is designed for a recent graduate seeking exposure to:
- Customer support operations
- Merchant services
- Digital payment systems
- Business operations
- Financial technology (FinTech)
The successful candidate should be proactive, customer-focused, detail-oriented, and eager to learn within a fast-paced environment.
What Success Looks Like at Pesapal
Deliver Exceptional Results
- Provide accurate and timely support to customers and merchants.
- Maintain high-quality ticket documentation and communication records.
- Follow support procedures and service standards.
- Continuously improve customer service skills.
Solve for Customers
- Listen actively and respond professionally.
- Support the resolution of customer and merchant inquiries.
- Escalate complex issues appropriately.
- Develop an understanding of customer needs and expectations.
Team Collaboration
- Work closely with:
- Sales Teams
- Risk Teams
- Finance Teams
- Operations Teams
- Participate actively in team meetings and training sessions.
- Share ideas that improve customer experience and operational efficiency.
Accountability
- Take ownership of assigned responsibilities.
- Maintain accurate records and system updates.
- Demonstrate professionalism and reliability.
- Commit to continuous learning and development.
Key Responsibilities
Customer & Merchant Support
- Respond to customer and merchant inquiries through:
- Phone calls
- Live chat
- Ticketing systems
- Log and categorize support tickets accurately.
- Provide first-level support using approved procedures.
- Escalate complex or sensitive issues to senior team members.
Issue Resolution & Follow-Up
- Assist in investigating issues related to:
- Billing
- Settlements
- Merchant onboarding
- Account inquiries
- Follow up on assigned tickets to ensure timely closure.
- Maintain professional communication with customers and merchants.
Operational Support
- Maintain complete and accurate records of customer interactions.
- Assist with shift handover notes and basic operational reports.
- Support updates to:
- Frequently Asked Questions (FAQs)
- Knowledge Base Articles
- Support Documentation
Learning & Continuous Improvement
- Attend training sessions and team meetings.
- Learn Pesapal products and operational processes.
- Identify recurring customer issues and share observations.
- Contribute ideas for service and process improvements.
Minimum Qualifications
Education
- Recently completed a Bachelor’s Degree in:
- Business Administration
- Commerce
- Marketing
- Economics
- Finance
- Related Business Fields
Experience
- At least one (1) year of experience in:
- Customer Service
- Customer Support
- Customer-Facing Roles
Internship and field attachment experience will be considered.
Required Skills
Communication Skills
- Excellent verbal communication skills.
- Strong written communication skills.
- Professional customer engagement abilities.
Customer Service Skills
- Strong interpersonal skills.
- Ability to handle customer concerns professionally.
- Customer-focused approach.
Technical Skills
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- General computer literacy
Languages
- Fluent English (Written and Spoken)
- Fluent Kiswahili (Written and Spoken)
Personal Attributes
The ideal candidate should possess:
- Strong willingness to learn and grow.
- Positive attitude and customer-centric mindset.
- High attention to detail and accuracy.
- Ability to work effectively in a fast-paced environment.
- Professionalism, reliability, and accountability.
Why Join Pesapal?
Innovative Environment
- Exposure to cutting-edge financial technology products and services.
- Opportunity to work within a growing fintech company.
Professional Growth
- Access to learning and development opportunities.
- Career growth and skill enhancement.
- Mentorship and practical industry exposure.
Meaningful Impact
- Contribute to Africa’s digital payments transformation.
- Support businesses and entrepreneurs through innovative payment solutions.
Dynamic Work Culture
- Work in a collaborative and fast-paced environment.
- Gain exposure to diverse challenges and opportunities.
Diversity and Inclusion
Pesapal is committed to creating an inclusive workplace where all individuals are valued, respected, and provided with equal opportunities for growth and development.
The company believes that diverse perspectives strengthen creativity, innovation, and organizational success.
Ideal Candidate Profile
This internship is suitable for recent graduates interested in careers in:
- Customer Service
- Customer Experience
- Merchant Support
- FinTech Operations
- Banking and Financial Services
- Relationship Management
- Business Operations
- Digital Payments
The role provides a strong foundation for building a career in customer support, financial technology, and business operations.
To apply for this job please visit pesapal.careers-page.com.