Customer Support Representative
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 handle high volumes of incoming customer calls, assess customer needs, and provide accurate information. You will resolve complaints, maintain interaction records, follow communication procedures, and build trusted customer relationships.
Requirements
- At least 1 year of customer support or client service experience
- Fluency in French and Bambara
- Willingness to work outside regular working hours
- Phone contact handling and active-listening skills
- Familiarity with CRM systems and practices
- Communication and presentation skills
- Mobile money or banking support experience is advantageous
Responsibilities
- Manage incoming customer phone calls
- Assess customer needs and achieve satisfaction
- Build trusted customer relationships through interactive communication
- Provide accurate and complete information using appropriate tools
- Resolve customer complaints and follow up on resolutions
- Maintain customer interaction records and process customer accounts
- Follow communication procedures and guidelines
- Engage customers beyond standard expectations
Benefits
- Health insurance for employees and dependents
- 26 weeks of maternity leave
- 4 weeks of paternity leave
- Subsidized child care
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food
- Office space