Customer Support Agent (Bilingual)

Who We Are

MFS Africa is the leading digital payments platform in Africa, enabling low-cost payments across the continent. The company works in close partnership with mobile network operators and financial institutions to bring simple and relevant payment services to African consumers and businesses. MFS Africa connects over 400 million mobile money users across Africa through its platform, which enables cross-border payment for mobile money networks, banks, money transfer operators, and large corporates.

As a fintech company, we strive towards elegance and simplicity in everything we do. Our mission is to make borders matter less, and our values are to simplify, care, and be revolutionary. We pride ourselves on world-class operations and a distributed team. Our offices include Abidjan, Accra, Johannesburg, Kampala, Lagos, London, Nairobi, and Port-Louis, and many employees work remotely from locations where we do not have offices. We are regulated in Mauritius, Ghana, Tanzania, and the United Kingdom.

The MFS Africa team has doubled in the past year and continues to grow rapidly. Our people are talented, curious, and the reason our company does exceptional things. Excellence in nurturing our people and their passions is foundational to our success as a business.

The Role

We are looking for a highly analytical, energetic person possessing great communication skills and good work ethics to join our dynamic team as Customer Support Agent.

The position is based in Ghana or Cote D’ Ivoire.

Key Responsibilities

• Handling calls and tickets logged via the MFS Africa ticketing system, responsible for addressing both general back-office customer inquiries and technical concerns impacting our clients.
• Actively participating in the organization’s continuous learning by documenting new issues and their respective resolution steps.
• Analyzing system logs to delve into matters outlined in tickets.
• Employing SQL scripting and queries to effectively troubleshoot issues and conduct comprehensive first level technical investigations in line with Customer Success Key Performance Indicators (KPIs).
• Effectively resolve product or service-related challenges by comprehending customer challenges, pinpointing underlying causes, suggesting optimal remedies, expediting necessary adjustments with internal teams, and ensuring diligent follow-up for complete resolution.
• Engaging in relevant issue resolution procedures while documenting incidents, user scenarios, and product use cases.
• Cultivating strong relationships of reliance through transparent and interactive communication, fostering collaboration both internally and externally.
• Documenting issue resolutions for future departmental reference and training, which may involve escalating matters to the appropriate teams when necessary.
• Investigating ticketed issues by consulting system logs to gather insights and potential solutions.
• Generally, uphold the values of the Company

Qualifications and experience

• Bachelor’s degree in a Business Information technology, Statistics, or any analytical field of study.
• Certification in customer care-related courses will be an advantage.
• Junior/Intermediate technical helpdesk experience, with network monitoring tools and methodologies will be an advantage.
• 1 to 2 years of experience in a customer support or technical support role
• Fluent English and French Speaker and a strong English and French writer
• Ability to work with Microsoft Office Suite
• A decent experience in any CRM (Customer Relationship Management) tool will be an advantage.
• Ability to multitask in an environment with shifting priorities.
• Ability to work autonomously in a highly demanding environment.
• Ability to communicate well with customers from different backgrounds.
• Ability to de-escalate and effectively handle frustrated or difficult clients.
• Ability to analyse systems and identify root causes of system issues.
• Ability to problem solve and keep an eye out for details.
• Willingness to perform at a level that exceeds expectation.
• Undertakes their role with the highest level of integrity.

Why Work for us

• We have a very diverse work environment with over 28+ nationalities represented and continually strive to build a culture of caring and execution.
• We operate a flexible remote working policy.
• We offer a competitive salary package and bonuses.
• We prioritize the overall well-being of our staff through various initiatives aimed at ensuring they reach their full potential in a supportive environment.
• We work at the very cutting edge of fintech in Africa.
• We solve relevant problems for Africa and the world in hope of continuing to make an impact on the millions, if not billions, of users who also believe in what we do.