Customer & Merchant Support Intern

Position Details

Item	Details
Position	Customer & Merchant Support Intern
Company	Pesapal
Location	Zanzibar
Employment Type	Full-Time Internship (6-Month Contract)
Work Arrangement	On-Site

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About Pesapal

Pesapal is a leading African payments and financial technology company providing payment solutions and business tools to merchants across the continent.

Since 2009, Pesapal has enabled businesses to accept payments through:

• Mobile Money
• Bank Transfers
• Debit and Credit Cards
• Online Payment Platforms

The company also offers digital solutions for:

• Ticketing
• Reservations
• Inventory Management
• Reporting
• Merchant Credit
• APIs and Integrations

Pesapal aims to connect one million African businesses to digital payments, e-commerce, and the global financial system by 2030.

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Job Summary

The Customer & Merchant Support Intern will support customer and merchant service operations while gaining practical experience in customer support, issue resolution, and operational processes.

The role is ideal for a recent graduate seeking exposure to:

• Customer service
• Merchant support
• Fintech operations
• Payment systems
• Business operations

The successful candidate should be proactive, detail-oriented, customer-focused, and eager to learn in a fast-paced environment.

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Key Responsibilities

Customer & Merchant Support

• Respond to customer and merchant inquiries via:
  • Telephone
  • Email
  • Live Chat
  • Ticketing Systems
• Log and categorize support tickets accurately.
• Provide first-level support using approved procedures.
• Escalate complex issues to senior team members when necessary.

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Issue Resolution & Follow-Up

• Assist in resolving issues related to:
  • Billing
  • Settlements
  • Merchant onboarding
  • Account inquiries
• Follow up on assigned cases to ensure timely closure.
• Maintain professional communication with customers and merchants.

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Operational Support

• Maintain accurate customer interaction records.
• Assist in preparing shift handover notes.
• Support basic operational reporting.
• Help update:
  • FAQs
  • Knowledge Base Articles
  • Support Documentation

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Learning & Continuous Improvement

• Participate in training programmes and team meetings.
• Learn Pesapal products and operational processes.
• Identify recurring customer issues and share improvement suggestions.
• Contribute ideas to improve service delivery and operational efficiency.

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What Success Looks Like

Deliver Exceptional Results

• Provide accurate and timely customer support.
• Maintain quality documentation and ticket records.
• Follow established support processes.
• Continuously improve customer handling skills.

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Solve for Customers

• Listen actively and respond professionally.
• Resolve inquiries effectively using available resources.
• Escalate issues appropriately.
• Understand and anticipate customer needs.

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Team Collaboration

• Work closely with:
  • Sales Teams
  • Risk Teams
  • Finance Teams
  • Operations Teams
• Participate actively in team discussions and knowledge sharing.

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Accountability

• Take ownership of assigned tasks.
• Complete responsibilities on time.
• Maintain professionalism and reliability.
• Demonstrate commitment to learning and growth.

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Minimum Qualifications

Education

• Recently completed a Bachelor’s Degree in:
  • Business Administration
  • Commerce
  • Marketing
  • Economics
  • Finance
  • Related fields

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Experience

• At least one (1) year of experience in:
  • Customer Service
  • Customer Support
  • Customer-Facing Roles
• Internship and field attachment experience will be considered.

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Required Skills

Communication

• Excellent verbal communication skills.
• Strong written communication skills.
• Ability to communicate professionally with customers.

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Customer Service

• Strong interpersonal skills.
• Good customer engagement abilities.
• Ability to handle customer concerns effectively.

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Technical Skills

• Microsoft Excel
• Microsoft Word
• Microsoft Outlook
• Basic computer literacy

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Languages

• Fluent English (Written and Spoken)
• Fluent Kiswahili (Written and Spoken)

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Personal Attributes

The ideal candidate should possess:

• Strong willingness to learn.
• Positive attitude.
• Customer-focused mindset.
• High attention to detail.
• Ability to work under pressure.
• Reliability and accountability.
• Professional conduct.

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Why Join Pesapal?

Professional Growth

• Practical exposure to the fintech industry.
• Learning opportunities and mentorship.
• Career development and training opportunities.

Innovative Environment

• Work with modern payment technologies.
• Exposure to digital financial services and payment systems.

Meaningful Impact

• Contribute to financial inclusion and digital transformation across Africa.

Dynamic Workplace

• Experience a fast-paced and collaborative work environment.

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Diversity and Inclusion

Pesapal is committed to creating a diverse and inclusive workplace where all employees are treated with dignity, respect, and equal opportunity. The company values diverse perspectives and believes they contribute to innovation, creativity, and business success.

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Ideal Candidate Profile

This internship is particularly suitable for recent graduates seeking careers in:

• Customer Service
• Merchant Support
• Banking Operations
• FinTech
• Business Operations
• Relationship Management
• Digital Payments
• Client Success Management

The position provides a strong foundation for building a career in customer experience and financial technology operations.

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