Customer Support Representative Front Office
Wave Mobile Money is a financial technology company providing affordable mobile money services across Africa.
Funding history
About Wave Mobile Money Inc.
Wave Mobile Money builds and operates a mobile financial network intended to help make Africa the first cashless continent. Its consumer services enable users to deposit and withdraw money, send funds, pay bills, buy airtime, and access customer support through mobile applications and agents. Wave Business provides bulk payments, in-person merchant payments, cash collection tools, a business portal, and checkout APIs. The company serves consumers, agents, merchants, businesses, and other clients across multiple African countries.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will manage incoming phone calls, assess customer needs, and build trusted customer relationships. You will provide accurate information, resolve and follow up on complaints, maintain customer interaction records, process accounts and documents, follow communication procedures, and engage customers.
Requirements
- 1+ year of customer support or client service representative experience
- Fluency in French and Wolof
- Willingness to work outside regular working hours
- Phone contact handling and active listening skills
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt to different customer types
- Communication and presentation skills
- Ability to multitask, prioritize, and manage time effectively
Responsibilities
- Manage incoming phone calls
- Identify and assess customer needs
- Build trusted customer relationships through open and interactive communication
- Provide accurate and complete information using appropriate methods and tools
- Resolve customer complaints and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures and guidelines
- Engage customers
Benefits
- Health insurance for employees and dependents
- Parental leave
- Subsidized child care
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Office space