Customer Support Specialist

About the role

FairMoney, a mobile banking institution focused on credit for emerging markets, is looking for a Customer Support Specialist in Lusaka, Zambia. The workplace is hybrid and the role sits in the Operations department. You will handle customer queries by phone and email in a high-volume environment and provide first-line technical support.

Key responsibilities

• Improve customer relationship management by taking service management off the frontline support teams.
• Resolve complex customer problems quickly and with high quality over the phone and by email.
• Provide first-tier technical support and escalate issues appropriately so they are resolved.
• Work closely with team leads, supervisors and managers to keep customer satisfaction high.
• Share ideas to reduce workload and improve the quality and speed of support.
• Learn and master multiple systems, including knowledge bases, internal tools and contact management systems.

Required profile

• At least 2-3 years of experience in fintech or another financial services sector; experience across all customer service environments is an added advantage.
• Experience building a support team in a challenging growth environment.
• Positive, hard-working attitude and strong attention to detail.
• Open to all support modes (email and phone) and willing to work full-time, including weekends and evenings on a rotational basis.
• Good understanding of English, able to read, speak and write it.

Required skills

• Knowledge of relevant customer service software.
• Ability to multitask, prioritise and manage time effectively.
• Basic proficiency in Microsoft Excel/spreadsheets and MS Word.

What we offer

• Private health insurance.
• Pension plan.
• Training and development.
• Performance bonus.

The recruitment process starts with a 30-minute screening call with the Senior Recruiter, followed by a 30-minute technical interview with the hiring manager.