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 manage a high volume of inbound calls and identify customer needs. You will provide accurate information, resolve complaints, maintain customer records, process accounts, follow communication procedures, and engage customers to ensure their issues are resolved.
Requirements
- 2+ years of customer support or client service experience
- Fluency in Chichewa
- Chitumbuka or Chitonga language skills are an advantage
- Willingness to work outside regular hours
- Strong phone contact handling and active listening skills
- Familiarity with CRM systems and practices
- Excellent communication and presentation skills
- Mobile money or banking support experience is an advantage
- Work authorization in Malawi
Responsibilities
- Manage a high volume of inbound phone calls
- Assess customer needs and work toward satisfaction
- Build relationships with customers through clear communication
- Provide accurate and complete information using appropriate tools
- Resolve complaints with suitable solutions and alternatives
- Follow up to confirm issue resolution
- Maintain customer interaction records
- Process customer accounts and file documents
- Follow communication procedures and guidelines
- Engage customers proactively
Benefits
- Health insurance for employees and dependents
- 26 weeks of parental leave for mothers
- 4 weeks of parental leave for fathers
- Subsidized childcare
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Lunch
