Customer Support Representative

Our mission We're making Africa the first cashless continent. In 2017, over half the population in Sub-Saharan Africa had no bank account. That's for good reason—the fees are too high, the closest branch can be miles away, and nobody takes cards. 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. In 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. Now, we have millions of users across 9 countries and are growing fast. Our goal is to make Africa the first cashless continent and that's where you come in...How you'll help us achieve it We are going through an extremely exciting period of growth in the Customer Support team. We are looking for a Customer Support Representative to join our thrilling journey ahead. Someone who is bordering on obsession about offering a world-class customer experience and who puts our customers at the heart of everything they do. In this role, you'll:  Serve as the primary point of contact for customers, providing them with world-class service and support. Be responsible for handling customer inquiries and complaints, and work closely with other departments to ensure that customer needs are being 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. Key details Location: Freetown, Sierra Leone. Contract Type: 6-month fixed-term contract. Requirements Fluency in English and Krio. 3+ year's experience in a comparable position (Call center, Customer Service). Being able to work with flexible schedules. You might be a good fit if you Demonstrate tenacity and a willingness to go the distance to get something done. A strong sense of responsibility and an excellent 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 a teamwork spirit. Experience in Customer Service (Mobile wallet or Customer Service Company) or management skills as an added value. Our team We have a rapidly growing in-country team in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, Uganda, Niger, Sierra Leone, and Cameroon plus remote team members sp...