Customer Support & Back Office Representative
FIDO
Uganda
Full time
Others
Posted: Jun 17, 2026
3 months ago
40 views
Job Description
Fido is hiring for a Customer Service, Issue Resolution, Sales Support, and Back Office Operations role.
Job Summary
The role combines customer service, issue resolution, sales support, and back-office operations, ensuring excellent customer experience, accurate transaction processing, and compliance with company and regulatory standards.
What You Will Do
Customer Engagement & Service Delivery
- Handle high volumes of inbound and outbound calls, emails, and chat interactions
- Respond to customer inquiries accurately and professionally
- Build strong long-term customer relationships
- Serve as a point of contact for internal and external inquiries
Issue Resolution & Technical Support
- Identify customer needs and provide effective solutions
- Guide customers on product usage and troubleshooting
- Diagnose and resolve system, application, or transaction issues
- Escalate complex cases appropriately
- De-escalate difficult customer situations professionally
Sales & Growth Support
- Identify opportunities to promote products and services
- Support upselling and cross-selling initiatives
- Contribute to team targets for sales and customer satisfaction
Back-Office Operations & Compliance
- Verify daily transactions for accuracy and compliance
- Process and maintain customer data in systems
- Conduct data audits and resolve discrepancies
- Document recurring issues and insights
- Ensure regulatory, security, and confidentiality compliance
- Maintain operational procedures and documentation
Reporting, Administration & Continuous Improvement
- Maintain accurate CRM records of customer interactions
- Meet KPIs for productivity, quality, and satisfaction
- Recommend process improvements
- Support reporting and administrative tasks
Who You Are
- Minimum 2 years of experience in customer service or back office operations
- Experience in fintech, financial services, telecom, or high-volume operations
- Bachelor’s degree in Business, Finance, Accounting, or related field
- Strong understanding of transaction processing and reconciliation workflows
- Experience using CRM/helpdesk systems
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Proficient in Microsoft Office (Word, Excel, Outlook)
- Ability to work in a fast-paced environment including weekend shifts
- High integrity and ability to handle confidential information
What We Offer
- Opportunity to work in a fast-growing fintech company
- Competitive compensation and benefits
- Exposure to modern digital financial systems
- Career growth and professional development
Application Details
CLICK HERE TO APPLY
About Company
FIDO
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Job Overview
- Job Type: Full time
- Experience Level: Intermediate
- Education Level: Bachelors
- Vacancies: 1
- Category: Others
- Location: Uganda
- Application: External Website
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