Customer & Merchant Support Intern

About the role

Pesapal is looking for a motivated Customer & Merchant Support Intern to join its support team in Dar es Salaam for a six‑month, on‑site contract. This role offers hands‑on experience in handling inquiries from customers and merchants across multiple channels while learning the core operational processes of a leading African fintech company.

Key responsibilities

• Respond to customer and merchant inquiries via phone, email, chat, and ticketing systems.
• Log, categorize, and update support tickets accurately.
• Provide basic assistance using approved scripts and standard operating procedures.
• Escalate complex or sensitive issues to senior team members.
• Follow up on issue resolution to ensure satisfactory outcomes.
• Maintain high‑quality documentation and communication in support records.

Required profile

• Proactive, detail‑oriented and customer‑centric attitude.
• Strong willingness to learn and develop support skills.
• Ability to handle professional interactions in a fast‑paced environment.
• Good communication skills and empathy when dealing with users.

Required skills

What we offer

• Practical experience in fintech customer support.
• Mentorship from experienced support professionals.
• Exposure to cross‑functional teams such as Sales, Risk, Finance, and Operations.
• Opportunity to develop problem‑solving and communication abilities.