Customer Support Specialist, Lusaka, Zambia

FairMoney is a pioneering mobile banking institution specializing in extending credit to emerging markets. Established in 2017, the company currently operates primarily within Nigeria, and it has secured nearly €50 million in funding from renowned global investors, including Tiger Global, DST, and Flourish Ventures.

In alignment with its vision, FairMoney is actively constructing the foremost mobile banking platform and point-of-sale (POS) solution tailored for emerging markets. The journey began with the introduction of a digital microcredit application exclusively available on Android and iOS devices. Today, FairMoney has significantly expanded its range of services, encompassing a comprehensive suite of financial products, such as current accounts, savings accounts, debit cards, and state-of-the-art POS solutions designed to meet the needs of both merchants and agents.

FairMoney thrives on its diverse workforce, bringing together talent from over 27 nationalities. This multicultural team drives the company’s mission of reshaping financial services for underserved communities.

To gain deeper insights into FairMoney’s pivotal role in reshaping Africa’s financial landscape, we invite you to watch informative video.

Your mission will be to :

• Improve customer relationship management by taking the burden of service management from frontline customer support teams.
• Resolve sophisticated problems for customers quickly and with the highest quality over the phone/email in a heavy volume environment.
• Provide first-tier technical support services to FairMoney’s customers.
• Escalate issues appropriately and drive them to resolution.
• Work closely with team leads, supervisors, and managers to ensure synergy and all-time customer satisfaction.
• Contributes to team effort by accomplishing related results as needed.
• Contribute and share ideas to decrease the workload and improve the quality & speed of FairMoney customer support
• Learn and master multiple systems (knowledge base, internal tools, contact management system)

• A minimum of 2-3 years of experience (experience working in all customer service environments is an added advantage) in fintech, or any financial services sector.

• A key player in building a support team in a challenging growth environment.
• A positive and hard-working attitude.
• Understand what outstanding customer support looks like and be ready to go the extra mile.
• Open to all modes of support (email, phone support).
• Willing to work full-time, including weekends and evenings (working on a rotational basis).
• Strong eye for detail which includes identifying customer problems swiftly and accurately while solving queries as this can impact company relations.
• Knowledge of relevant CS software.
• Good understanding of English and must be able to read, speak and write in English Ability to multitask, prioritize and manage time effectively.
• Accurate comprehension, interpretation, and timely response to emails and calls is an added advantage.
• Basic proficiency in the use of Microsoft Excel/ spreadsheets and MS Word.

• Private Health Insurance.
• Pension Plan.
• Training & Development.
• Performance Bonus.

Recruitment Process

• A screening call with the Senior Recruiter ~30 minutes.
• Technical interview with the hiring manager ~30 minutes.