Customer Support Representative job at Wave Mobile Money

About the Organization

We’re on a mission to make Africa the first cashless continent
On a continent where over half the population has no bank account, Wave is building the first modern financial network — no account fees, instantly available, and accepted everywhere!

Job Description

Our Customer Support team is dedicated to delivering exceptional service and ensuring our users have a seamless experience as they interact with our various products. They handle customer inquiries, resolve issues, and provide valuable feedback to improve our services. Representing Wave with professionalism and dedication, our support team helps us build trust and maintain strong sustainable relationships with our users and partners.

Duties and Responsibilities

Conduct outgoing calls to our customers, with a focus on those who speak Langi, Acholi, and Alur.
Respond promptly to incoming calls from customers, addressing their questions and concerns.
Administer customer satisfaction surveys to gather feedback and identify areas for improvement.
Accurately report bugs to the engineering team and escalate issues when necessary.
Diligently follow up on cases to ensure a satisfactory resolution is achieved.
Collaborate with other departments to efficiently handle customer or partner inquiries.
Provide assistance and information to customers, resolving their issues effectively and courteously.

Qualification, Experiences and Competencies

A Bachelor's degree in Communication, Journalism, or a related discipline.
At least one year's experience in a comparable position in a call centre or customer service role.
Fluency in English and other local languages namely Luo, Alur, Acholi, or Langi is a must-have.
Familiarity with CRM systems and practices.
Flexibility to work different schedules.

You might be a good fit if you

Demonstrate tenacity and a willingness to go the distance to get something done.
Have excellent phone contact handling and active listening skills.
Are willing to work outside regular working hours.
Have a strong sense of responsibility and a good ability to take initiative.
Are comfortable defaulting to over-communication and overreaching when it comes to coordination.
Are excessively detail-oriented and seek to achieve excellence in everything you do.
Are client-oriented and have strong interpersonal skills.
Are a diplomatic speaker.
Have an unrelenting teamwork spirit.

Our team

We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, and Uganda, plus remote team members spread across the world.
We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.
We foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.