Customer Experience Associate (Full-Time)

Location: Accra, Ghana

Company Profile

PayAngel is a leading financial technology (FinTech) company providing secure, innovative, and customer-focused digital payment and remittance solutions across Africa and beyond. We are committed to delivering exceptional customer experiences through technology, innovation, and operational excellence. We are seeking a passionate and service-oriented Customer Experience Associate to join our team and help deliver outstanding support to our growing customer base.

Position Summary

The Customer Experience Associate will play a key role in delivering exceptional customer service by supporting customer enquiries, resolving issues efficiently, processing transactions, and ensuring a seamless customer journey. The successful candidate will build strong customer relationships, collaborate with internal teams, and contribute to continuous improvements in service delivery while maintaining the highest standards of professionalism, compliance, and confidentiality.

Key Responsibilities

Customer Experience and Support

The successful candidate will:

• Deliver exceptional customer service across all communication channels by responding promptly and professionally to customer enquiries.
• Investigate, resolve, and follow up on customer complaints, queries, and service requests to ensure timely resolution.
• Process outstanding money transfers accurately and efficiently.
• Educate customers on PayAngel’s products, services, and processes to enhance their overall experience.
• Maintain detailed and accurate records of customer interactions and resolutions.
• Identify opportunities to improve customer satisfaction and escalate issues where necessary.

Operations and Compliance

The successful candidate will:

• Apply a sound understanding of regulatory and compliance requirements within the payments and financial services industry.
• Ensure all customer interactions and transactions comply with company policies and regulatory standards.
• Maintain the highest level of confidentiality when handling customer and business information.
• Use internal systems and technology platforms effectively to deliver efficient customer support.
• Support continuous improvements in operational processes and service delivery.

Business Support

The successful candidate will:

• Participate in marketing and business development initiatives that promote PayAngel’s products and services.
• Support cross-functional projects and business initiatives assigned by management.
• Collaborate with internal teams to improve customer outcomes and operational efficiency.
• Prepare clear, accurate, and comprehensive reports on customer interactions, service trends, and operational activities.

Education and Qualifications

The ideal candidate will possess:

• A Bachelor’s degree (BA/BSc.) from a recognised university.
• Professional qualifications in customer service, financial services, or project management will be an advantage.

Experience

The successful candidate should have:

• A minimum of two (2) years’ experience in a customer-facing or related role.
• Experience in Customer Experience, Relationship Management, Project Management, Product Management, or similar positions will be considered.
• A Master’s degree from a recognised university may be considered in place of the required work experience.
• Previous experience within the financial services or FinTech industry will be an advantage.

Knowledge, Skills and Competencies

The ideal candidate will demonstrate:

• Excellent verbal, written, and listening communication skills.
• Strong presentation and interpersonal relationship management skills.
• Confidence in investigating and resolving customer issues independently.
• Strong understanding of customer service principles and customer relationship management.
• Good knowledge of PayAngel’s products, services, and business processes or the ability to learn them quickly.
• Excellent computer literacy with proficiency in Microsoft Word, Excel, and PowerPoint.
• Strong ability to learn and adapt quickly to new technologies, proprietary systems, and digital platforms.
• Strong organisational, planning, and time management skills.
• Excellent analytical and problem-solving abilities.
• Ability to explain complex information clearly and professionally.
• High attention to detail and accuracy.
• Strong teamwork and collaboration skills.
• High standards of integrity, professionalism, confidentiality, and accountability.
• Multilingual ability will be an advantage, including proficiency in English, French, and/or African languages such as Twi, Ewe, Ga, Yoruba, or Igbo.

Working Arrangement

The successful candidate should be willing to:

• Work flexible hours, including evenings, weekends, and public holidays as required.
• Participate in a shift-based work schedule that supports PayAngel’s 24-hour customer operations.

How to Apply

Apply online by clicking the application button.