Customer Support Representative
✨ AI Summary
Fincra is a leading payment infrastructure provider, catering to fintechs, platforms, and businesses. Our mission is to create a seamless payment experience, enabling businesses to securely accept payments and expand their reach globally. We aim to empower every African through our innovative solutions.
Role Overview
We are seeking a Customer Support Representative dedicated to delivering outstanding customer service to our merchants. As the initial point of contact for customer inquiries, you will embody our commitment to excellence in service, helping to maintain high satisfaction levels and ensure merchant success through effective issue resolution and proactive communication.
Main Responsibilities
- Provide prompt and accurate responses to customer queries via email, chat, and phone.
- Manage and prioritize support tickets using Zendesk, adhering to service level agreements.
- Educate and guide merchants to enhance their use of our platform.
- Identify recurring issues and collaborate with Product and Engineering teams for improvements.
- Contribute to the knowledge base by creating and updating help center articles.
- Work closely with internal teams to address complex customer issues.
Qualifications
- Bachelor’s degree in a related field.
- 2–3 years of experience in customer support roles, ideally in fintech or payments.
- Proficiency in the Zendesk Suite.
- Strong understanding of the African payments ecosystem.
- Exceptional problem-solving skills and attention to detail.
How to Apply
Interested candidates residing in eligible countries should submit their applications to join our team and contribute to our mission of enhancing merchant experiences and driving operational success.
