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Customer Support Representative job at Wave Mobile Money | Apply Now
Kampala, Uganda
Full-time
Are you looking for Public Relations Jobs in Uganda 2024? If yes, then you might be interested in Customer Support Representative job at Wave Mobile Money
Wave is a rapidly growing fintech company on a mission to make Africa the first cashless continent by offering affordable, accessible, and user-friendly mobile money services that empower individuals and small businesses. Recognized for revolutionizing digital financial inclusion, Wave has earned a strong reputation across several African countries, notably in Senegal, Côte d'Ivoire, and Uganda, for eliminating high transaction fees and providing free peer-to-peer transfers.
The company fosters a people-first, inclusive work culture that values innovation, integrity, and impact, offering flexible job opportunities and remote-friendly work arrangements to attract top talent committed to solving real-world problems. Since its launch in 2018, Wave has evolved from a remittance app into a full-scale mobile money platform, leveraging a unique agent-based model and open-source technology to ensure affordability and transparency.
With millions of users and a rapidly expanding team, Wave maintains a dynamic and scalable business model centered on user trust and community empowerment. Its core values—user obsession, empathy, ownership, and transparency—guide its operations, while its commitment to corporate social responsibility is reflected in its efforts to promote financial literacy, economic inclusion, and sustainable development. More information can be found at www.wave.com.
Customer Support Representative job at Wave Mobile Money
Wave Mobile Money
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.
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.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
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 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.
Our team
We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, and Uganda, plus remote team members spread across the world.
We're deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.
We foster autonomy for our employees. You'll own your projects at every stage, from understanding the problem to monitoring your solution in production.
We raised the largest Series A in Africa in 2021. Our world-class investors, include Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator, and Partech Africa.
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
