Customer & Merchant Support Intern

Pesapal is the leading payment services company with local know-how in building payments and business tools for Africa. Since 2009, Pesapal has empowered tens of thousands of African businesses and entrepreneurs to collect payments online and in person via mobile phones, cards, and bank transfers, backed by popular digital tools for ticketing, reservations, reporting, inventory, merchant credit, and APIs.

We support growth for everyday businesses across Africa, providing a secure, convenient, and effortless tech-enabled infrastructure tailored to enable them to thrive and deliver seamless payment experiences for their consumers. We are on track to connect a million African businesses to digital payments, e-commerce, and the global financial system by 2030.

The Customer & Merchant Support Intern is a 6-month contract, on-site role based in Zanzibar, Tanzania. This role is designed to provide hands-on experience in customer and merchant support operations. The intern will support the team in handling inquiries, resolving basic issues, and maintaining service quality across multiple support channels while learning core operational processes, tools, and service standards.

The ideal candidate is proactive, detail-oriented, and customer-centric, with a strong willingness to learn and the ability to handle customer interactions professionally within a fast-paced support environment.

• Assist in responding to customer and merchant inquiries via call, email, chat, and ticketing systems

• Log, categorize, and update support tickets accurately

• Provide basic support using approved scripts and standard operating procedures

• Escalate complex or sensitive issues to senior team members

• Support investigation of common issues such as billing, settlements, onboarding, and account queries

• Follow up on assigned tickets to ensure timely closure

• Maintain clear and professional communication with customers and merchants.

• Maintain accurate and complete records of all interactions

• Support preparation of shift handover notes and basic reports

• Assist in updating FAQs, knowledge base articles, and support documentation

• Participate in training sessions and team meetings

• Identify recurring issues and share insights with the team

• Build knowledge of Pesapal products, services, and operational processes

• Strong willingness to learn and grow

• Customer-centric mindset with a positive attitude

• High attention to detail and accuracy

• Ability to work in a fast-paced environment

• Professional, reliable, and accountable

Pesapal is committed to fostering a diverse and inclusive work environment where all individuals are valued, respected, and have equal access to opportunities for growth.

We believe that diverse perspectives enhance our creativity, problem-solving abilities, and overall success.