Job Title:   Customer Support Representative (Fresher Jobs)

Organisation: Wave Mobile Money

Duty Station: Kampala, Uganda

About the Company:

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:   We are going through an extremely exciting period of growth in the Customer Support team and are looking for a Customer Support Representative to join our thrilling journey ahead. Someone who is bordering on obsessive about offering a world-class customer experience and who puts our customers at the heart of everything they do.

Key Duties and Responsibilities:   Based in Uganda, you’ll be a part of our growing global Customer Support team. In this role you’ll;

• Conduct outgoing calls to our customers, focusing on those who speak Runyankore and Luganda.
• 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.

• A Bachelor’s degree in Communication, Journalism, or a related discipline.
• At least 3 years experience in a comparable position in a call centre or customer service role.
• Fluency in English and other local languages, namely Runyankore (Runyakitara) and Luganda, 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.

We review applications frequently and recommend that you apply to the role that most closely aligns with your skills, experience and career goals.

Wave is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.