2 jobs in Serrari Group
Job Description
We are looking for an
exceptional Strategic People and HR leader
.
Do you have at least 10 years+ experience in establishing and leading professional HR and people functions from zero to one for dynamic high energy, high performance and high innovation velocity organizations with 200+ highly skilled headcount talent in high growth financial services space?
Are you obsessed with creating fun work environments where the best digital and tech talent in all functions thrive and grow in well resourced organizations? Do you love to nurture builders and creators and are you a dreamer yourself?
Is building, leading and managing teams with diverse energies consisting of highly skilled talent across all functions in digital and tech arena your cup of tea?
If yes we are looking for you. A strategic people leader that MATCHES the aforementioned profile/bill.
We need you for a well resourced digital payments lifestyle fintech brand building consumer and merchant solutions from Africa and beyond at scale out of Kenya.
Write to us on
Only shortlisted candidates that fit the bill will be contacted.
Customer And Merchant Support Associate
Posted today
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Job Description
Company Description
Serrari Group is a technology-driven platform that focuses on Fintech and EdTech to promote financial freedom and shared prosperity. We offer solutions that support online education, financial literacy, financial planning, and wealth management tools. Our mission is to create versatile online education and financial services platforms to facilitate transactions and empower users globally. Serrari Group is committed to financial inclusion and is dedicated to helping achieve UN sustainable development goals related to poverty, education, economic growth, and equality.
Role Description
Our client in a PSP Fintech is looking to onboard experienced Customer & Merchant Support Associates with experience in a Payment Service Provider or Banking environment.
This is a full-time role for a Customer And Merchant Support Associate based in Nairobi. The role involves providing exceptional support to customers and merchants, troubleshooting issues, addressing inquiries, and ensuring overall satisfaction. Additional tasks include maintaining accurate records, collaborating with internal teams, and contributing to process improvements. Some work from home is acceptable.
Key Responsibilities
Customer Support & Issue Resolution
● Respond to customer inquiries via phone, chat, and email in a professional and timely manner.
● Assist customers with wallet transactions, account setup, password resets, merchant payments, and refunds.
● Handle disputes, failed transactions, and escalations in line with company procedures.
● Provide accurate product and service information to customers.
Compliance & Security
● Verify customer identity through KYC protocols before processing requests.
● Adhere to AML (Anti-Money Laundering), data privacy, and fraud prevention standards.
● Escalate suspicious or fraudulent activity to the Risk & Compliance team.
Quality & Performance
● Meet or exceed KPIs such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT).
● Follow call scripts and standard operating procedures for consistent service delivery.
● Participate in quality monitoring sessions and apply feedback for continuous improvement.
Collaboration & Reporting
● Escalate unresolved or complex cases to Customer & Merchant support Team Lead.
● Provide feedback to management on recurring customer/ Merchant issues or system errors.
● Document all interactions accurately in CRM or call center software.
Any other duties as assigned by the Line Manager.
Key Performance Indicators (KPIs)
● Average Handle Time (AHT).
● First Call Resolution (FCR).
● Customer Satisfaction (CSAT).
● Quality Assurance scores.
● Adherence to schedule & attendance.
● Compliance with KYC/AML protocols.
Qualifications & Skills:
● Diploma/Degree in Business, Communications, IT, or related field.
● 1–2 years' experience in a call center role in a PSP or Banking Industry (
MUST
)
● Experience handling digital financial services or mobile money is an added advantage.
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