Customer Support Officer - Nairobi County

Job summary

We are looking for a Customer Support Officer to deliver exceptional service and operational support across our money transfer and forex channels.

Responsibilities

• Monitor partner transactions and ensure timely, accurate payouts.
• Resolve customer and partner issues promptly and professionally.
• Support customer On-boarding and verify KYC documentation.
• Handle inquiries and educate customers on digital transfer channels.
• Maintain accurate transaction and support records for reporting.
• Collaborate with internal teams to ensure compliance and service excellence
• Escalating and following up on technical or system-related issues to ensure resolution.
• Maintaining clear and professional communication with customers, partners, and service teams

Qualifications

• Attention to detail and commitment to accuracy.
• A customer-first attitude and professional approach.
• Experience working with transaction systems or financial services is a MUST.
• Degree in Business or a related field.
• Minimum of 2 years' experience in customer support.
• Strong system monitoring and troubleshooting ability
• Knowledge of KYC/AML and CBK compliance requirements.
• Accuracy in updating financial/transactional data (e.g., currency rates).
• Excellent problem-solving and escalation handling.
• Communication and customer service skills.
• Ability to work in rotational shifts (including weekends/holidays).
• Attributes: Proactive, detail-oriented, high integrity, flexible, customer-focused, and a strong team player.

Job description