Overview

Payless Africa is a fast-growing fintech making digital payments simple, smooth, and fun for everyone. As a Customer Support Agent, you’ll be the first point of contact for our Customers, helping them resolve payment issues, navigate the app, complete transactions, and feel confident using our platform.

You’ll deliver friendly, efficient support, troubleshoot common issues, escalate technical cases, and protect customers from fraud, all while embodying the Payless promise of fast, effortless, enjoyable payments. This role is perfect for someone who loves solving problems, communicating clearly, and creating great customer experiences.

Job Description

● Respond to customer inquiries and complaints across calls, chat, email, and social media.

● Troubleshoot issues related to failed transactions, reversals, and account access.

● Guide customers through transaction processes and use of Payless features.

● Verify and track disputed or pending transactions and provide timely updates.

● Raise and follow up on all customer-initiated reversal requests.

● Identify and report suspicious or fraudulent activity according to company policy.

● Educate customers on safe app usage, PIN security, OTP handling, and fraud prevention.

● Assist customers experiencing onboarding challenges.

● Accurately record all interactions, complaints, and transactional issues in the CRM.

● Ensure adherence to AML, KYC, and data privacy regulations during all interactions.

● Escalate unresolved or complex cases to internal teams such as IT, Compliance, Product, and Risk.

Qualifications

Diploma or Degree in Business, IT, Communications, Finance, or a related field.

Minimum 1 year of customer support experience, preferably in fintech, banking, or telecom.

Proficient in English and Kiswahili, both written and spoken.

Strong understanding of digital payments, mobile money, and wallet-based transactions.

Excellent communication, problem-solving, and multitasking skills.

Ability to work in a fast-paced environment with high accuracy and attention to detail.

Familiarity with CRM or ticketing tools is an added advantage.

High integrity, customer focus, and ability to remain calm under pressure.

How to Apply

Ready to make bold moves and help us create Africa’s most exciting customer experience?

Share your CV and cover letter with us at talent@payless.africa by 11th December 2025. and please include the job title you’re applying for in the email subject line. Let’s grow together.