Partner Support Agent – Customer Service

About the role

Zenka Finance is seeking enthusiastic Partner Support Agents to join its customer service team in Kampala. You will act as the primary point of contact for retail partners and Key Account Managers, ensuring smooth communication and swift resolution of inquiries.

Key responsibilities

• Handle partner inquiries and support requests via calls, emails, and chat.
• Provide timely assistance to Key Account Managers and retail partners on products, processes, and operational procedures.
• Investigate, resolve, and follow up on partner issues, ensuring satisfactory outcomes.
• Escalate complex cases to relevant departments and monitor progress until closure.
• Maintain accurate records of partner interactions in company systems.
• Support onboarding and education of partners on company products, services, and processes.
• Collaborate with internal teams to improve service delivery and partner satisfaction.
• Ensure compliance with company policies, procedures, and data confidentiality requirements.

Required profile

• Diploma or bachelor’s degree in Business Administration, Customer Service, Communications, Marketing or a related field.
• Willingness to work flexible schedules, including weekends, public holidays and rotational shifts.
• At least one year of experience in customer support, partner support, call‑center operations or a related role.
• Strong communication and interpersonal skills with proficiency in English.
• Ability to work independently, manage multiple tasks and solve problems effectively.

Required skills

• Proficiency with CRM tools.
• Competence in Microsoft Office applications.