Internship

Role summary 1. Organizational Background Zinzir Ltd operates HesabPay, a digital payments platform designed to help customers access and use electronic financial services. The Customer Service function is responsible for providing clear, respectful, accurate, and secure assistance to customers and for ensuring that customer issues are properly recorded, followed up, and resolved. 2. Purpose of the Position The Customer Service Officer serves as a frontline point of contact between HesabPay and its customers. The Officer will answer questions, guide customers through approved processes, provide first-level technical and transaction support, register complaints, and coordinate with relevant internal teams when an issue requires escalation. This is an entry-level position. The successful candidate is not expected to have previous work experience. Zinzir Ltd will provide role-specific orientation and training; however, the candidate must already possess the mandatory academic qualification, language fluency, basic technical ability, and professional conduct required for the role. Duties and responsibilities 3. Key Duties and Responsibilities Customer support. Respond promptly and professionally to customer questions through the communication channels assigned by Zinzir Ltd, which may include telephone, live chat, email, support tickets, social media, or in-person assistance. Multilingual service. Communicate confidently, accurately, and respectfully in English, Pashto, and Dari, and select the language that best meets the customer's needs. Customer guidance. Explain approved HesabPay services, procedures, charges, transaction steps, account requirements, and customer responsibilities in clear and simple language. First-level technical support. Help customers resolve basic application, account-access, device, connectivity, registration, and profile-related problems by following approved troubleshooting procedures. Transaction support. Assist with inquiries concerning pending, successful, failed, reversed, duplicated, delayed, or disputed transactions, while remaining within the Officer's authorization level. Complaint registration. Listen carefully, identify the exact problem, create a complete and accurate case record, assign the correct category and priority, and communicate the expected next step to the customer. Escalation and follow-up. Escalate technical, financial, compliance, fraud-related, or unresolved matters to the correct internal team without delay and monitor the case until closure. Case documentation. Record every material interaction in the designated customer-service or ticketing system, including the customer's concern, verification steps, advice provided, action taken, escalation owner, and final outcome. Customer verification. Follow approved identity-verification and account-security procedures before discussing or changing protected account information. Security and fraud awareness. Never request or disclose a customer's PIN, password, one-time password, or other prohibited credential. Immediately report suspected fraud, social engineering, account takeover, money laundering, sanctions concerns, or other unusual activity through the approved escalation channel. Confidentiality. Protect customer, transaction, company, and employee information and use it only for authorized business purposes. Customer education. Teach customers how to use HesabPay safely, recognize scams, protect their credentials, confirm transaction details, and use available self-service options. Knowledge management. Use approved scripts, FAQs, knowledge articles, and standard operating procedures; report unclear or outdated guidance to the supervisor. Quality improvement. Identify recurring customer problems, product defects, process gaps, and common misunderstandings and communicate them to the supervisor with practical suggestions. Teamwork. Coordinate constructively with Operations, Technology, Finance, Compliance, Risk, Fraud, Agent Support, and other relevant functions. Other duties. Perform other reasonable customer-service duties assigned by the supervisor that are consistent with the purpose and level of the position. 4. Expected Outputs and Performance Standards Customer contacts are answered or acknowledged within the service levels established by Zinzir Ltd. Information provided to customers is accurate, complete, understandable, and consistent with approved policies and procedures. Cases are documented correctly and contain sufficient information for another employee to understand the issue and continue the work. Issues are resolved at first contact whenever this is safe, authorized, and technically possible. Cases requiring escalation are assigned promptly to the correct team and followed through to closure. Customers are treated with patience, dignity, neutrality, and respect, including when they are dissatisfied or distressed. Confidential information and customer credentials are protected at all times, with no unauthorized access, use, or disclosure. Attendance, punctuality, schedule adherence, quality-review results, productivity, case accuracy, resolution time, first-contact resolution, and customer satisfaction meet the targets communicated by the supervisor. Job requirements 5. Mandatory Qualifications Education - mandatory: Bachelor's Degree in Computer Science from a recognized higher-education institution. The degree may be subject to documentary verification. A degree in another field does not satisfy this mandatory requirement unless Zinzir Ltd formally amends the vacancy announcement. Languages - mandatory: Fluency in English, Pashto, and Dari. The candidate must be able to speak, understand, read, and write all three languages at the level required to support customers and prepare accurate case notes. Work experience: No previous work experience is required. Fresh graduates who meet all mandatory education and language requirements are eligible and encouraged to apply. Computer ability: Ability to use Windows or similar desktop environments, web browsers, email, Microsoft Office or equivalent applications, mobile applications, and online systems; ability to learn customer-service and ticketing software quickly. 6. Required Skills and Competencies Clear verbal communication, active listening, and professional writing in all three mandatory languages. Patience and empathy when assisting customers with different levels of literacy, technical knowledge, or confidence. Logical troubleshooting and the ability to ask focused questions, identify likely causes, and follow a structured process. Accuracy and attention to detail when verifying information, explaining transactions, and recording cases. Professional judgment, honesty, reliability, and respect for confidentiality. Ability to remain calm under pressure and handle complaints without argument, blame, or inappropriate promises. Ability to follow policies, scripts, escalation paths, and supervisor instructions while identifying situations that require urgent attention. Willingness to learn about digital payments, customer protection, cybersecurity, fraud prevention, and HesabPay products and procedures. Ability to work cooperatively in a team and accept coaching, monitoring, and quality feedback. 7. Authority and Limitations The Officer may provide information, guidance, and first-level support only within approved procedures and assigned system permissions. The Officer must not promise refunds, reversals, compensation, account changes, transaction outcomes, or completion dates unless specifically authorized. The Officer must not access a customer account without a legitimate business purpose or share customer information with an unauthorized person. The Officer must not bypass identity verification, security controls, compliance procedures, or escalation requirements, even when requested by a customer, colleague, or third party. Any conflict of interest, suspected misconduct, security weakness, or attempted improper influence must be reported immediately through the approved channel. 8. Working Arrangements The position is primarily office-based or service-center based, unless Zinzir Ltd assigns another approved working arrangement. The Officer may be required to work scheduled shifts, including evenings, weekends, or public holidays, depending on customer-service operating hours and applicable company arrangements. The role requires regular use of a computer, mobile device, headset, telephone, and customer-service systems for extended periods. The Officer must comply with all Zinzir Ltd policies, including information security, confidentiality, acceptable use, customer protection, compliance, attendance, and professional conduct requirements. 9. Recruitment and Assessment Method The recruitment process should first apply the two mandatory eligibility requirements. Applicants who do not demonstrate both requirements may be excluded before further assessment. Prior work experience should not be used as a mandatory screening criterion or scored as an advantage for this entry-level vacancy. Eligibility screening: verification of the Bachelor's Degree in Computer Science and review of the application for completeness. Language assessment: practical testing of spoken and written English, Pashto, and Dari. Computer test: basic use of a computer, browser, email, office applications, typing, data entry, and simple technical troubleshooting. Customer-service exercise: a role-play or written case that measures listening, clarity, empathy, judgment, security awareness, and accurate case documentation. Structured interview: assessment against the duties, competencies, integrity expectations, availability, and ability to learn. Reference, identity, educational, and background verification, where required by Zinzir Ltd policy and applicable requirements. 10. Application Requirements Updated curriculum vitae (CV). Copy of Bachelor's Degree in Computer Science and any supporting academic documents requested in the vacancy announcement. Copy of national identification or other identification requested by Zinzir Ltd. Application submitted through the method and before the deadline stated in the vacancy announcement. 11. Equal Opportunity and Accuracy of Information Selection will be based on the stated requirements and the candidate's demonstrated ability to perform the role. Applicants must provide complete and accurate information. Any material misrepresentation, forged document, or concealment of relevant information may result in disqualification or termination of employment, subject to applicable requirements and Zinzir Ltd procedures.