Customer Support & Back Office Representative

Fido empowers millions across Africa to take control of their finances with ease. As a leader in cutting-edge financial technology, we are transforming how people access credit, make payments, invest, and protect their financial future.

Powered by AI, advanced data science, and automation, Fido is redefining financial services, making them simple, smart, and accessible. From urban centers to underserved communities, we are breaking barriers and expanding financial inclusion across the continent.

Joining Fido means being part of a mission-driven team building innovative solutions that create real impact and unlock opportunities for millions.

The Customer Support & Back Office Representative plays a key role in delivering excellent customer service while ensuring accurate and compliant processing of customer transactions and operational requests.

The role combines customer interaction, issue resolution, and back-office processing to ensure a seamless customer experience and operational accuracy.

What you will do:

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.

• 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.