Customer Service Graduate Trainee – Fintech

Customer Service Graduate Trainee – Fintech Industry (Kenya)
Location: Nairobi, Kenya
Employment Type: Full-time, Graduate Trainee Program
Application Deadline: 31st March 2025

About Us

We are an innovative Fintech company dedicated to transforming financial services through technology-driven solutions. Our Graduate Trainee Program is designed to develop young, talented individuals into future professionals in the fintech space. This is a unique opportunity to gain hands-on experience, mentorship, and exposure to customer service operations within the financial technology sector.

Program Overview

As a Customer Service Graduate Trainee, you will be trained in customer support, issue resolution, user experience management, and relationship building. You will work closely with different teams to enhance customer satisfaction, support digital finance users, and contribute to service improvement initiatives.

Key Responsibilities

1. Assist in handling customer inquiries, complaints, and technical support requests via multiple channels (email, phone, live chat, social media).
   Provide timely resolution to customer issues and escalate complex cases when necessary.
2. Guide users on product usage, troubleshooting, and account management.
3. Work closely with the product and operations teams to provide feedback on user experience and suggest improvements.
4. Maintain customer records and update the database with accurate information.
5. Assist in conducting customer satisfaction surveys and data analysis.
6. Support the execution of customer engagement initiatives to improve user retention.
7. Ensure compliance with industry regulations and company policies when handling customer data.

Qualifications & Requirements

1. Recent graduate (Class of 2023/2024) with a Bachelor’s degree in Business, Communications, Customer Service, IT, Finance, or a related field.
2. Excellent communication and interpersonal skills with a strong customer-centric mindset.
3. Passion for technology, digital finance, and customer engagement.
4. Ability to handle high-pressure situations and resolve customer issues professionally.
5. Strong problem-solving and critical-thinking skills.
   Tech-savvy with an interest in mobile payments, digital wallets, and fintech solutions.
6. Previous experience in customer service, call centers, or helpdesk support (even internships) is an added advantage.

What We Offer

1. Structured training & mentorship from industry experts.
2. Exposure to customer service operations in a leading fintech company.
3. Opportunity to transition into a full-time role based on performance.
4. Competitive stipend and career development opportunities.