Nous faisons de l’Afrique le premier continent sans numéraire.
En 2017, plus de la moitié de la population d’Afrique subsaharienne n’avait pas de compte bancaire. Et pour cause : les frais sont trop élevés, l’agence la plus proche peut se trouver à des kilomètres et personne n’accepte les cartes. Sans accès aux institutions financières, les gens sont obligés de garder leurs économies sous le matelas. Les propriétaires de petites entreprises comptent sur des prêteurs qui facturent des taux exorbitants. Les parents passent des heures à faire la queue pour payer les frais de scolarité en espèces.
Wave is looking for a Support Quality & Training Officer who’s resourceful and excited about getting things done. In this role, you’ll schedule and conduct training sessions for new and experienced customer support representatives, supporting employees to maintain productivity.
In this role, you’ll:
- Develop customer support training materials like digital presentations, manuals, and instructional videos.
- Prepare procedures and policies regarding sales techniques and appropriate support representatives’ conduct.
- Schedule and conduct training sessions on various customer support topics to prepare and support new employees.
- Train experienced employees on new or updated customer support procedures to improve performance.
- Observe the daily operations of the customer support employees and identify any areas of improvement.
- Liaise with team leaders and managers to conduct on-the-job coaching.
- Measure the effectiveness of training sessions and prepare individual or team progress reports.
- Ensure employees keep up their productivity and maintain high levels of customer satisfaction.
Key details
- Location: Dakar
- Contract type: Permanent
- Work authorization in Senegal is required
- 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 pay 100% of 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 4 weeks for fathers) and subsidized childcare when you return to work
- We help you live your fullest life now! We subsidize gym memberships and fitness classes.
- Airtime reimbursement.
- Free food and a beautiful office space
Requirements
- Fluent in French, Wolof, and English.
- A Bachelor’s degree in Business Administration, HR, or a related discipline.
- At least 1 year of experience as a Customer Support Representative
- Proficiency with computer & excel, Office Suit, periscope, front.
- Strong knowledge of customer service processes.
- Strong abilities to monitor and conduct training.
Pour postuler, veuillez cliquer sur ce lien : www.wave.com.
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