Customer Support Representative

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 a fascinating 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 Malawi, you'll join our growing global Customer Support team.

In this role, you'll;

Manage a high volume of inbound phone calls.

Identify and assess customers' needs to achieve satisfaction.

Build sustainable relationships and trust with customers through open and interactive communication.

Provide accurate, valid, and complete information by using the right methods/tools.

Handle customer complaints, provide appropriate solutions and alternatives within reasonable time limits, and follow up to ensure resolution.

Keep records of customer interactions, process customer accounts, and file documents.

Follow communication procedures and guidelines.

Go the extra mile to engage customers.

Key details

Location: Lilongwe. You must be located in Lilongwe or willing to relocate there.

Work authorization in Malawi is required.

This is a fixed-term contract - 6 months.

Our salaries are competitive and calculated using a transparent formula.

We offer generous health insurance for yourself and your dependents.

We support working parents - we offer 26 weeks for mothers and 4 weeks for fathers and subsidized child care when you return to work.

We help you live your fullest life now- we subsidize gym memberships and fitness classes.

Airtime reimbursement.

Lunch and a beautiful office space.

Requirements

2+ year of customer support experience or experience as a Client Service Representative.

Fluency in Chichewa is mandatory. Other local languages like Chitumbuka & Chitonga are an added advantage.

Willing to work outside regular working hours.

Strong phone contact handling skills and active listening.

Familiarity with CRM systems and practices.

Excellent communication and presentation skills.

Experience with mobile money or banking support will be an added advantage.

You might be a good fit if you

Demonstrate tenacity and a willingness to go the distance to get something done.

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.

English is an added value.

Have a teamwork spirit.