JOB DETAILS:
Who we are
Fido empowers millions across Africa to take control of their finances with ease. As a leader in cutting-edge financial technology, Fido clears the way for building credit, securing instant loans, making smart investments, and obtaining tailored insurance. No banker’s hours, no hidden fees—just endless opportunities.
From city centers to rural communities, Fido is breaking barriers and creating financial freedom, providing access to innovative tools and services that foster growth and empowerment. By leveraging advanced technology, Fido is shaping a future of opportunity and financial inclusion across the continent.

Join the team and be a part of leading this transformative change, driving impact where it matters most.

What you will do
• Manage large numbers of inbound and outbound calls in a timely manner.
• Respond appropriately to customers' emails and calls.
• Follow communication “scripts” when handling different topics.
• Identify customers’ needs, clarify information, investigate and provide relevant solutions.
• Seize opportunities to upsell the company's product when they arise.
• Build sustainable relationships and engage customers by going the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way.
• Meet personal/team qualitative and quantitative targets.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
• Guide customers through troubleshooting and using products or services.
• Manage and train other members of your team to improve customer service.
• Diligently perform other official tasks assigned to you.

Who you are
• Bachelor’s degree.
• At least 3 years of experience in a CSR position, ideally from fintech, financial services or telecom sectors.
• Experience as a team leader will be an advantage.
• Proficient in Microsoft Office applications.
• Experience working with help-desk management tools (Zendesk, Freshdesk, etc.) - an advantage.
• Strong written and verbal communication and strong active listening skills.
• Exceptional interpersonal and rapport building skills.
• A patient and empathetic attitude.
• Strong time management and organizational skills.
• Ability to work in a fast-paced environment.

• Unquestionable integrity in handling sensitive and confidential information.
• Comfortable working during the weekend.