Job Title: Customer Service Intern
Location: Kampala, Uganda
Company: Agent Banking Company (ABC)
Duration: 3 – 6 months
About ABC:
Agent Banking Company (ABC) is a Payment System Operator licensed by the Bank of Uganda. We
provide financial services platforms and infrastructure to financial service providers, facilitating
seamless transactions across Uganda. Our mission is to enhance financial inclusion through shared
and interoperable financial services solutions.
Job Summary:
ABC is seeking a proactive and customer–oriented Customer Service Intern to join our dynamic team. If
you have proven customer service experience in a technology or payments–related field, we want to
hear from you. As a Customer Service Intern at ABC, you will assist in providing outstanding support to
our users, helping them navigate our payment systems, troubleshoot issues, and ensure a seamless
experience. Your proven customer service experience within the payments system or technology
industry will be essential in delivering high–quality solutions and ensuring customer satisfaction.
Key Responsibilities:
• Provide timely and accurate responses to customer inquiries regarding payment systems,
transactions, account issues, and product features, via email, chat, phone, and social media.
• Assist customers in troubleshooting payment–related issues, such as failed transactions,
account access problems, and payment disputes.
• Document customer interactions in our CRM and ticketing system, ensuring details are
accurate and up to date.
• Identify and escalate unresolved issues to senior support staff or the relevant department for
further action.
• Assist in processing and investigating payment disputes and claims for refund as per Customer
Service framework.
• Collaborate with the product and tech teams to gather feedback and identify common issues
faced by customers.
• Monitor and follow up on open support tickets to ensure timely resolution and customer
satisfaction.
• Participate in internal training to enhance knowledge of the payment platform, troubleshooting
processes, and customer service best practices.
• Assist with refining and improving the knowledge base, FAQs, and customer support resources.
• Contribute to improving overall customer service processes and support tools for a more
efficient operation.
Location: Kampala, Uganda
Company: Agent Banking Company (ABC)
Duration: 3 – 6 months
About ABC:
Agent Banking Company (ABC) is a Payment System Operator licensed by the Bank of Uganda. We
provide financial services platforms and infrastructure to financial service providers, facilitating
seamless transactions across Uganda. Our mission is to enhance financial inclusion through shared
and interoperable financial services solutions.
Job Summary:
ABC is seeking a proactive and customer–oriented Customer Service Intern to join our dynamic team. If
you have proven customer service experience in a technology or payments–related field, we want to
hear from you. As a Customer Service Intern at ABC, you will assist in providing outstanding support to
our users, helping them navigate our payment systems, troubleshoot issues, and ensure a seamless
experience. Your proven customer service experience within the payments system or technology
industry will be essential in delivering high–quality solutions and ensuring customer satisfaction.
Key Responsibilities:
• Provide timely and accurate responses to customer inquiries regarding payment systems,
transactions, account issues, and product features, via email, chat, phone, and social media.
• Assist customers in troubleshooting payment–related issues, such as failed transactions,
account access problems, and payment disputes.
• Document customer interactions in our CRM and ticketing system, ensuring details are
accurate and up to date.
• Identify and escalate unresolved issues to senior support staff or the relevant department for
further action.
• Assist in processing and investigating payment disputes and claims for refund as per Customer
Service framework.
• Collaborate with the product and tech teams to gather feedback and identify common issues
faced by customers.
• Monitor and follow up on open support tickets to ensure timely resolution and customer
satisfaction.
• Participate in internal training to enhance knowledge of the payment platform, troubleshooting
processes, and customer service best practices.
• Assist with refining and improving the knowledge base, FAQs, and customer support resources.
• Contribute to improving overall customer service processes and support tools for a more
efficient operation.
Qualifications & Skills:
• A bachelor’s degree in a business or technology or Economics or Marketing course or another
relevant field.
• Proven customer service experience (preferably 6 months to 1 year) in a payments, fintech, or
technology–related field.
• Solid understanding of payment systems, digital transactions, and/or e–commerce platforms is
highly desirable.
• Strong communication skills, both written and verbal, with the ability to communicate technical
information clearly and effectively to non–technical users.
• Ability to handle customer inquiries and complaints professionally and patiently, especially in
high–pressure situations.
• Familiarity with CRM software and ticketing systems.
• Experience with payment processing platforms or online transactions is a plus.
• Strong problem–solving abilities with a customer–first attitude.
• Excellent organizational skills and attention to detail, with the ability to manage multiple
customer cases simultaneously.
• Basic technical troubleshooting skills; willingness to learn new systems and technologies
quickly.
• Excellent interpersonal skills
• Ability to work well both independently and as part of a team.
• A positive attitude, adaptability, and eagerness to learn.
Benefits:
• Hands–on experience in Customer Service within the fintech sector.
• Exposure to banking and payment systems operations.
• Opportunity to work with a dynamic team and build a professional network.
• A certificate of completion and potential consideration for future employment opportunities.
How to Apply:
Interested candidates should submit their CV and a cover letter outlining their interest and
qualifications to applications@agentbanking.co.ug by 21st February 2025.
Join ABC and be part of a team that is transforming financial services in Uganda!
• A bachelor’s degree in a business or technology or Economics or Marketing course or another
relevant field.
• Proven customer service experience (preferably 6 months to 1 year) in a payments, fintech, or
technology–related field.
• Solid understanding of payment systems, digital transactions, and/or e–commerce platforms is
highly desirable.
• Strong communication skills, both written and verbal, with the ability to communicate technical
information clearly and effectively to non–technical users.
• Ability to handle customer inquiries and complaints professionally and patiently, especially in
high–pressure situations.
• Familiarity with CRM software and ticketing systems.
• Experience with payment processing platforms or online transactions is a plus.
• Strong problem–solving abilities with a customer–first attitude.
• Excellent organizational skills and attention to detail, with the ability to manage multiple
customer cases simultaneously.
• Basic technical troubleshooting skills; willingness to learn new systems and technologies
quickly.
• Excellent interpersonal skills
• Ability to work well both independently and as part of a team.
• A positive attitude, adaptability, and eagerness to learn.
Benefits:
• Hands–on experience in Customer Service within the fintech sector.
• Exposure to banking and payment systems operations.
• Opportunity to work with a dynamic team and build a professional network.
• A certificate of completion and potential consideration for future employment opportunities.
How to Apply:
Interested candidates should submit their CV and a cover letter outlining their interest and
qualifications to applications@agentbanking.co.ug by 21st February 2025.
Join ABC and be part of a team that is transforming financial services in Uganda!
