Customer Support Representative job at Wave

Summary
Date Posted: Thursday, March 20 2025, Base Salary: Not Disclosed

JOB DETAILS:
How you'll help us achieve it
Wave is now the largest financial institution in Senegal, with over 7 million users. And we’re still in the early days of our product roadmap and potential impact on people’s everyday lives.
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.
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.

Key details
• Location: You'll work from our office in Kampala.
• Work authorization in Uganda is required.
• Contract Type: 6-month fixed-term contract.
• Our salaries are competitive and calculated using a transparent formula. We run performance reviews twice a year and award bonuses to strong performers who have been with the company for more than 6 months.
• We offer generous health insurance for yourself and your dependents.
• We support working parents - we offer 26 weeks of parental leave for mothers and 4 weeks for fathers, in addition to subsidized child care when they return to work.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements
• A Bachelor's degree in Communication, Journalism, or a related discipline.
• At least 3 year's 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.

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

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