Customer & Merchant Support Intern

About Pesapal

Pesapal is a leading African payments company providing innovative tools that enable businesses to accept payments via mobile money, cards, bank transfers, and digital platforms. Since 2009, Pesapal has supported thousands of businesses with secure, efficient, and scalable payment solutions across Africa.

Job Summary

The Customer & Merchant Support Intern will gain hands-on experience in customer support operations. The role involves assisting in handling customer and merchant inquiries, resolving basic issues, and supporting service delivery across multiple communication channels.

Key Responsibilities

Customer & Merchant Support

• Respond to inquiries via calls, emails, chat, and support systems
• Log, categorize, and update support tickets accurately
• Provide basic support using standard procedures
• Escalate complex issues to senior team members

Issue Resolution & Follow-Up

• Assist in resolving common issues (billing, onboarding, account queries)
• Follow up on assigned tickets to ensure timely closure
• Maintain professional communication with customers and merchants

Operational Support

• Maintain accurate records of support interactions
• Assist with reports and shift handover documentation
• Update FAQs and knowledge base content

Learning & Improvement

• Participate in training and team meetings
• Identify recurring issues and suggest improvements
• Build knowledge of Pesapal products and processes

Qualifications & Requirements

• Degree in Business or a related field (recent graduate)
• At least 1 year of experience in customer service (internship/attachment accepted)
• Strong written and verbal communication skills
• Good interpersonal skills
• Basic knowledge of MS Office (Excel, Word, Outlook)
• Fluency in English and Kiswahili

Key Attributes

• Strong willingness to learn and grow
• Customer-focused with a positive attitude
• High attention to detail and accuracy
• Ability to work in a fast-paced environment
• Professional, reliable, and accountable

Why Join Pesapal?

• Exposure to cutting-edge fintech solutions
• Professional development and training opportunities
• Opportunity to impact Africa’s digital payments ecosystem
• Dynamic and fast-paced work environment

Equal Opportunity

Pesapal is committed to diversity and inclusion, providing equal opportunities for all qualified individuals.

How To Apply