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Customer Support Representative

Publiée le 19.01.2022

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Entreprise

Site Internet : https://www.wave.com/fr/
Secteur d´activité :
Banque, assurance, finances
Offres d´emploi : Voir toutes nos annonces
Our missionWe're making Africa the first cashless continent. In 2017, nearly 60% of adults in sub-Saharan Africa had no bank account. That&... lire la suite

Détails de l'annonce

Poste proposé : 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 November 2017, we launched a mobile app in Senegal for cash deposit, withdrawal, and peer-to-peer and business payments. In 2019, we expanded to Cote d'Ivoire. Now, we have millions of users 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’re looking for a customer support representative who’s resourceful and excited about getting things done. You'll be joining our customer service team as we rapidly scale our business in Benin.

In this role, you'll:

Be responsible for responding to user questions and concerns
Represent Wave to our users through the call centre

Tasks include:

  • Make outgoing calls to customers
  • Answer incoming calls from customers
  • Conduct satisfaction surveys
  • Know how to report bugs to engineers and escalate when needed.
  • Knowing how to follow a case until you find a solution
  • Coordinate with other departments when Customers or Partners get in touch with you
  • Help or inform customers when they have issues.
Profil recherché pour le poste : Customer Support Representative

Key details

  • Primarily based in Cotonou
  • Work authorization in Benin required
  • This is a permanent position.
  • Our salaries are 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 pay your health care insurance premium cost for yourself and your dependents.
  • We support working parents - we offer generous parental leave policies (26 weeks for mothers and four weeks for fathers) and subsidized childcare when you return to work.
  • We help you live your fullest life now! We subsidize gym memberships, fitness classes, and workout equipment.
  • Airtime reimbursement
  • Free food and a beautiful office space

Requirements

  • Bac+2
  • At least one year of experience in a comparable position (Call center, Customer Service )
  • Fluency in French and local languages (Fon, mina, Yoruba, Dendi) 
  • Being able to work at flexible schedules
  • Fluency in English is an added value

You might be a good fit if you.

  • Demonstrate tenacity and a willingness to go the distance to get something done
  • 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 teamwork spirit
  • You have management skills
  • Have been in a Customer Service (Mobile wallet or Customer Service Company).
Critères de l'annonce pour le poste : Customer Support Representative
Métier :
Commercial, vente
Marketing, communication
Secretariat, assistanat
Secteur d´activité :
Banque, assurance, finances
Type de contrat :
CDI
Région :
Cotonou
Ville : Cotonou
Niveau d'expérience :
Débutant < 2 ans
Niveau d'études :
Bac+2
Langues exigées :
anglaisbon niveau
françaiscourant
Nombre de poste(s) : 1

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