Customer Support Executive – Intern at M-Paya

Customer Support Executive – Intern at M-Paya

Location: Mombasa

Job Type: Full Time, Onsite

Qualification: Diploma, BA/BSc/HND

Experience: Not Specified

Salary: KSh 16,000 – KSh 30,000 per month

Category: Customer Care, Success and Service / Internships

Deadline: August 31, 2026

Job Description

M-Paya is seeking a sharp, empathetic and highly organised Customer Support Executive – Intern to join its customer service team in Mombasa. The position offers an opportunity for a motivated candidate to gain practical experience in customer support, issue resolution, service delivery and the use of customer relationship management tools within a technology-driven environment.

M-Paya is a technology platform offering mobile and electronic payments processing. Established in 2007, the company provides financial technology products and services, making customer experience and effective support an important part of its operations.

The Customer Support Executive Intern will serve as part of the frontline customer support team, assisting customers with inquiries, concerns and service-related issues. The successful candidate will be expected to communicate professionally with customers, understand their needs and provide appropriate assistance while maintaining a positive and customer-focused approach.

A major responsibility of the role will involve handling customer inquiries and helping resolve issues efficiently. The intern will interact with customers through the company's available support channels, listen carefully to their concerns and provide accurate information or guidance. Where an issue requires further assistance, the intern will help escalate it to the appropriate team and follow up to ensure that it is addressed.

The role requires someone who can remain calm and professional when dealing with urgent or challenging customer situations. The successful candidate should be able to balance speed with empathy, ensuring that customers feel heard and supported throughout the resolution process.

The intern will also support the management of customer escalations and collaborate with other teams when resolving issues that cannot be handled directly by customer support. This may involve communicating relevant information to internal teams, tracking the progress of an issue and ensuring that customers receive appropriate updates.

Another important aspect of the position will be documentation and the use of customer support tools. The intern will be expected to accurately record customer interactions, issues raised, actions taken and resolutions provided. Proper documentation will help the company identify recurring issues, monitor service quality and improve customer support processes.

The successful candidate will work with CRM tools and support platforms as part of their day-to-day responsibilities. This provides an opportunity to develop practical experience in digital customer service systems and understand how technology can be used to manage customer interactions effectively.

The intern will also contribute to quality improvement and continuous improvement initiatives within the customer support function. By identifying common customer concerns, recurring problems and areas where customers may require additional assistance, the intern can help the team improve the overall customer experience.

The position requires strong organisational skills because customer support activities may involve handling multiple inquiries and issues at the same time. The ideal candidate should be able to prioritise tasks, maintain accurate records and respond promptly while ensuring that the quality of service is not compromised.

M-Paya is looking for someone who is naturally empathetic, highly organised and quick on their feet. The ideal candidate should be passionate about delivering exceptional customer experiences, solving problems and working effectively in a fast-paced environment.

Knowledge of the real-estate sector may be an added advantage, particularly experience or understanding related to construction, property management, building services maintenance, electrical or plumbing. However, the central focus of the position is customer support and service delivery.

Key Responsibilities

Handle customer inquiries and provide timely and professional assistance.

Listen to customer concerns and support effective issue resolution.

Manage and escalate complex customer issues to the appropriate teams.

Follow up on escalated cases and ensure customers receive relevant updates.

Maintain accurate records of customer interactions and support cases.

Use CRM tools and customer support platforms effectively.

Collaborate with internal teams to resolve customer issues.

Identify recurring customer concerns and contribute to service improvements.

Support quality assurance and continuous improvement initiatives.

Maintain a professional, empathetic and customer-focused approach.

Prioritise multiple customer requests in a fast-paced environment.

Qualifications and Requirements

Applicants should have a Diploma or Bachelor's degree (BA/BSc/HND) or an equivalent qualification relevant to the position. The vacancy does not specify a minimum number of years of experience, making it suitable for candidates seeking an opportunity to develop their customer service career.

The ideal candidate should have excellent communication and interpersonal skills, strong organisational abilities and a genuine interest in helping customers. Candidates should be comfortable handling customer concerns, resolving problems and working collaboratively with different teams.

Experience or familiarity with CRM tools and customer support platforms will be beneficial. Knowledge of the real-estate sector, including construction, property management, building services maintenance, electrical or plumbing, will be an added advantage.

Application Details

Interested and qualified candidates should apply through the Apply Now option provided for the position.

Deadline: August 31, 2026

For more job description visit: jobopenings.co.ke