Customer Support Representative
Wave Mobile Money is a financial technology company providing affordable mobile money services across Africa. Its offerings include money transfers, deposits and withdrawals, bill payments, airtime purchases, merchant payments, collections, bulk payments, and checkout APIs.
Funding
Projects
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
About the Role
You'll be part of the growing global Customer Support team based in Kotu, The Gambia. You will respond to user questions and concerns, represent Wave to users through the call center, and handle both incoming and outgoing customer calls. You'll conduct satisfaction surveys, report bugs to engineers, and escalate issues when needed. You'll follow cases through to resolution and coordinate with other departments when customers or partners reach out. You'll help and inform customers whenever they run into issues.
Requirements
- Fluency in English and local languages
- At least one year of experience in a comparable position (Call center, Customer Service)
- A High school diploma
- Being able to work with flexible schedules
Responsibilities
- Respond to user questions and concerns
- Represent Wave to users through the call center
- Make outgoing calls to customers
- Answer incoming calls from customers
- Conduct satisfaction surveys
- Report bugs to engineers and escalate when needed
- Follow a case until a solution is found
- Coordinate with other departments when customers or partners get in touch
- Help or inform customers when they have issues
Benefits
- Generous health insurance for yourself and your dependents
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food and a beautiful office space