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 serve as 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 as necessary, while working closely with other departments to ensure customer needs are met. You'll stay up to date on Wave products, use active listening to understand customer needs, and provide solutions that address them. You'll also participate in team meetings and contribute to continuous improvement initiatives.
Requirements
- Fluency in French and local languages
- 3 years of 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 to understand customer needs and provide solutions that address them
- Participate in team meetings and contribute to continuous improvement initiatives
Benefits
- Generous parental leave policies (26 weeks for mothers and 4 weeks for fathers)
- Subsidized child care when you return to work
- Subsidized gym memberships and fitness classes
- Airtime reimbursement