Customer Support Representative
Wave is a mobile money company reinventing financial services across Africa. It lets users deposit, withdraw, and pay bills for free, send money for a 1% fee, and buy airtime instantly, serving everyday consumers who need affordable, accessible banking.
Projects
About Wave
Wave offers mobile money services designed to make banking modern and affordable, primarily for underserved populations across Africa. Its core product allows users to deposit and withdraw money for free, pay bills for free, send money to anyone for only 1%, and buy airtime instantly, backed by toll-free customer support and strong security. Wave operates across numerous African markets including Burkina Faso, Cameroon, Cote d'Ivoire, DRC, Gambia, Malawi, Mali, Niger, Senegal, Sierra Leone, and Uganda, with a global team building what it describes as 'the future of money, Africa-first.' The company emphasizes a distinct hiring philosophy and culture rooted in transparency, mission-driven work, honesty, and rapid iteration, serving individual consumers and agents who rely on Wave for everyday financial transactions.
Skills
About the Role
You'll be the primary point of contact for customers, providing world-class service and support. You'll handle customer inquiries and complaints professionally and courteously, escalating issues when necessary, and work closely with other departments to make sure customer needs are met. You'll stay up to date on Wave products, use active listening to understand what customers need, and offer solutions that address those needs. You'll also take part in team meetings and contribute ideas for continuous improvement.
Requirements
- Fluency in English and Krio
- 3+ years experience in a comparable position (Call center, Customer Service)
- Being able to work with flexible schedules
Responsibilities
- Serve as the primary point of contact for customers, providing world-class service and support
- Handle customer inquiries and complaints, working closely with other departments to ensure customer needs are met
- Handle customer inquiries and complaints professionally and courteously, escalating issues as necessary
- Maintain up-to-date knowledge of Wave products
- Use active listening skills to understand customer needs and provide solutions that address those needs
- Participate in team meetings and contribute to continuous improvement initiatives