Customer Support Representative 1397 views

 Customer Support Representative

Our Mission
We’re making Africa the first cashless continent.
In 2017, nearly 60% of adults in sub-Saharan Africa had no bank account. That’s for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash.

We’re solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water, and roads don’t always work, you can still send money with Wave. In November 2017, we launched a mobile app in
Senegal for cash deposits, withdrawal, and peer-to-peer and business payments. In 2019, we
expanded to Cote d’Ivoire and one year later we launched in Uganda. Now, we’re enabling millions of users and growing fast. Our goal is to make Africa the first cashless continent. And that’s where you come in…

How you’ll help us achieve it
We’re looking for a dynamic customer support representative who is excited about providing the
best customer experience. You’ll join our customer service team as we rapidly scale our
business in The Gambia.

In this role, you’ll:
● Be responsible for responding to user questions and concerns.
● Represent Wave to our users through the call center.
● Make outgoing calls to customers.
● Answer incoming calls from customers.
● Conduct satisfaction surveys.
● Know how to report bugs to engineers and escalate when needed.
● Knowing how to follow a case until you find a solution.
● Coordinate with other departments when Customers or Partners get in touch with you.
● Help or inform customers when they have issues.

Key details
● Location: Kotu, The Gambia.
● Contract Type: 6 month fixed term contract.
● Experience Level: Entry level.
● Our salaries are competitive and calculated using a transparent formula. We run
performance reviews twice a year and award bonuses to strong performers who have
been with the company for more than 6 months.
● We offer generous health insurance for yourself and your dependents.
● We help you live your fullest life now- we subsidize gym memberships and fitness
classes.
● Airtime reimbursement.
● Free food and a beautiful office space

Requirements
● Fluency in English and local languages.
● At least one year’s experience in a comparable position (Call center, Customer Service).
● A Bachelor’s degree in Communication, Journalism or a related discipline.
● Being able to work with flexible schedules.

You might be a good fit if you
● Demonstrate tenacity and a willingness to go the distance to get something done.
● 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 a teamwork spirit.
● Experience in Customer Service (Mobile wallet or Customer Service Company) or
management skills as an added value.

Please submit your resume via this link:
https://www.wave.com/en/careers/job/5346336004/index.html?gh_jid=5346336004