Customer Support Representative

About the role

Fido is building the future of finance in Africa through AI, data science and automation, aiming to make finance simple, smart and accessible. As a Customer Support Representative, you will be the first point of contact for customers, handling a high volume of enquiries across multiple channels with speed and empathy, and contributing to a service culture that sets Fido apart.

Key responsibilities

• Manage a high volume of inbound and outbound calls, emails and chats, responding accurately and empathetically according to communication guidelines.
• Build sustainable customer relationships and deliver a consistently excellent experience.
• Investigate issues, guide customers through product features, troubleshooting and self-service options, de-escalate concerns and escalate complex issues appropriately.
• Identify opportunities to introduce customers to relevant Fido products and contribute to upsell and cross-sell targets.
• Monitor support performance against team KPIs on quality, productivity and customer satisfaction, and maintain accurate interaction records in the CRM/helpdesk system.
• Perform additional customer experience and operational tasks assigned by team leadership.

Required profile

• Minimum three years in a customer service or support role; fintech, financial services or telecoms experience is an advantage.
• Excellent written and verbal communication in English.
• Strong digital literacy, able to learn and navigate multiple systems quickly.
• Comfortable in a high-volume, fast-paced environment including weekend shifts.
• Sound judgement and integrity when handling confidential customer and financial information.

Required skills

• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Familiarity with helpdesk tools such as Zendesk or Freshdesk is an advantage.

What we offer

• Competitive compensation and a comprehensive benefits package.
• Exposure to innovative tools and technology in a collaborative work environment.
• Opportunities for career growth and professional development.