About Organisation:

Fido Uganda is an African-based Fintech Company. Fido empowers individuals and entrepreneurs to take advantage of opportunities in Africa. We have been operating in Ghana since 2015, disbursing about 3 million credit facilities. Built on advanced technology that enables fast, easy access to financial services, our independent financial platform and unique machine-learning risk models make instant credit decisions – even for customers with no financial track record.

Job Summary: combines customer service, issue resolution, sales support, and back-office operations, ensuring excellent customer experience, accurate transaction processing, and compliance with company and regulatory standards.

Key Duties and Responsibilities:

Customer Engagement & Service Delivery

• Handle high volumes of inbound and outbound calls, emails, and chat interactions professionally and efficiently.
• Respond to customer inquiries accurately, empathetically, and in line with communication standards.
• Build strong, long-term customer relationships by delivering a consistently high-quality experience.
• Serve as a point of contact for both internal and external customer-related inquiries.

Issue Resolution & Technical Support

• Identify customer needs, investigate issues, and provide effective solutions.
• Guide customers on product usage, troubleshooting, and self-service options.
• Diagnose and resolve system, application, or transaction-related issues.
• Escalate complex cases appropriately and follow escalation procedures.
• De-escalate difficult or dissatisfied customer situations professionally.

Sales & Growth Support

• Identify opportunities to promote relevant products and services.
• Support upselling and cross-selling efforts using a needs-based approach.
• Contribute to team targets for sales, quality, and customer satisfaction.

Back-Office Operations & Compliance

• Verify daily transactions for accuracy, completeness, and compliance with policies.
• Process and maintain customer and transaction data accurately in systems.
• Conduct regular data audits and resolve discrepancies promptly.
• Document recurring issues and report insights to relevant departments.
• Ensure adherence to regulatory, security, and confidentiality standards.
• Maintain and update back-office procedures and operational documentation.

Reporting, Administration & Continuous Improvement

• Maintain accurate records of all customer interactions in CRM/helpdesk systems.
• Meet individual and team KPIs relating to productivity, quality, and customer satisfaction.
• Identify and recommend process improvements to enhance efficiency and accuracy.
• Support operational reporting and administrative tasks as required.

Qualifications, Skills and Experience:

• Minimum two (2) years of experience in customer service and/or back office operations.
• Background in fintech, financial services, telecom, or a high-volume operations environment.
• Bachelor’s degree in Business Administration, Finance, Accounting, or a related field.
• Strong understanding of customer support operations, transaction processing, and reconciliation workflows.
• Experience working with CRM, helpdesk, and back office systems.
• Strong analytical skills with attention to detail and problem-solving capability.
• Proven ability to collaborate effectively across cross-functional teams.
• Strong communication and interpersonal skills.
• Proficient in Microsoft Office (Word, Excel, Outlook).
• Exceptional ability to build rapport, demonstrate empathy, and handle sensitive conversations with care and discretion.
• Highly organised, self-motivated, and comfortable working in a high-volume, fast-paced environment including weekend shifts.
• Demonstrates sound judgement and unquestionable integrity when handling confidential customer and financial information