About Organisation:

Wave Mobile Money is building a cashless Africa – starting in Senegal, Cote d’Ivoire, Uganda & now in Mali. Without access to financial institutions, people are forced to keep their savings under the mattress. Small business owners rely on lenders who charge extortionate rates. Parents spend hours waiting in line to pay school fees in cash. We’re solving this by building financial services that just work: no account fees, instantly available, and accepted everywhere. In places where electricity, water and roads don’t always work, you can still send money with Wave.

Job Summary: Our  Customer Support team is dedicated to delivering exceptional  service and ensuring our users have a seamless experience as they interact with our various products. They handle customer inquiries, resolve issues, and provide valuable feedback to improve our services. Representing Wave with professionalism and dedication, our support team helps us build trust and maintain strong sustainable relationships with our users and partners.

Key Duties and Responsibilities:

• Conduct outgoing calls to our customers, with a focus on those who speak Langi, Acholi, and Alur.
• Respond promptly to incoming calls from customers, addressing their questions and concerns.
• Administer customer satisfaction surveys to gather feedback and identify areas for improvement.
• Accurately report bugs to the engineering team and escalate issues when necessary.
• Diligently follow up on cases to ensure a satisfactory resolution is achieved.
• Collaborate with other departments to efficiently handle customer or partner inquiries.
• Provide assistance and information to customers, resolving their issues effectively and courteously.

Qualifications, Skills and Experience:

• A Bachelor’s degree in  Communication, Journalism, or a related discipline.
• At least one year’s experience in a comparable position in a call centre or  customer service service role.
• Fluency in English and other local languages namely Luo, Alur, Acholi, or Langi is a must-have.
• Familiarity with CRM systems and practices.
• Flexibility to work different schedules.

You might be a good fit if you

• Demonstrate tenacity and a willingness to go the distance to get something done.
• Have excellent phone  contact handling and active listening skills.
• Are willing to work outside regular working hours.
• Have a strong sense of responsibility and a good ability to take initiative.
• Are comfortable defaulting to over-communication and overreaching when it comes to coordination.
• Are excessively detail-oriented and seek to achieve excellence in everything you do.
• Are client-oriented and have strong interpersonal skills.
• Are a diplomatic speaker.
• Have an unrelenting teamwork spirit.