Notre mission
Nous faisons de l’Afrique le premier continent sans argent liquide.
En 2017, plus de la moitié de la population d’Afrique subsaharienne n’avait pas de compte bancaire. Ce n’est pas sans raison : les frais sont trop élevés, l’agence la plus proche peut être à des kilomètres et personne ne prend les cartes. Sans accès aux institutions financières, les gens sont contraints de garder leurs économies sous le matelas. Les propriétaires de petites entreprises s’en remettent à des prêteurs qui pratiquent des taux exorbitants. Les parents passent des heures à faire la queue pour payer les frais de scolarité en espèces.
Nous résolvons ce problème en créant des services financiers qui fonctionnent tout simplement : sans frais de compte, disponibles instantanément et acceptés partout. Dans des endroits où l’électricité, l’eau et les routes ne fonctionnent pas toujours, vous pouvez quand même envoyer de l’argent avec Wave. En novembre 2017, nous avons lancé une application mobile au Sénégal pour le dépôt et le retrait d’espèces, ainsi que les paiements de pair à pair et d’entreprise. En 2019, nous nous sommes étendus à la Côte d’Ivoire. Aujourd’hui, nous avons des millions d’utilisateurs et nous nous développons rapidement. Notre objectif est de faire de l’Afrique le premier continent sans espèces. Et c’est là que vous entrez en jeu…..
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 join our customer support team as we rapidly scale our business in Senegal.
In this role, you’ll:
- Manage large amounts of incoming 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 the time limits, follow up to ensure resolution.
- Keep records of customer interactions, process customer accounts, and file documents.
- Follow communication procedures, guidelines, and policies.
- Take the extra mile to engage customers.
Key details
- Fixed term 3 months renewable.
- Location: Dakar
- Work authorization in Senegal required.
- We pay 100% of your health care insurance premium cost for yourself and your dependents.
- We help you live your fullest life now! We subsidize gym memberships, fitness classes, and workout equipment.
- Airtime reimbursement.
- Free food and beautiful office space.
Requirements
- 1+ year’s of customer support experience or experience as a Client Service Representative
- Fluency in French and Wolof
- Willing to work outside regular working hours
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- High school diploma
- 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.
- Have teamwork spirit.
Our team
- We have a rapidly growing in-country team in Senegal, Côte D’Ivoire, Mali, Burkina Faso, Gambia, and Uganda, plus remote team members spread across the world. We’re deeply passionate about our mission of bringing radically affordable financial services to the people who need them most.
- We foster autonomy for our employees. You’ll own your own projects at every stage, from understanding the problem to monitoring your solution in production.
- We’re backed by world-class investors including Founders Fund, Sequoia Heritage, Stripe, Ribbit Capital, Y Combinator and Partech Africa.
How to apply
Fill out the form below, and upload a resume in English.
Optional: Please feel free to add a cover letter or note if there is anything additional that you would like to share about your interest in Wave/the role or your experience. We review applications on a rolling basis.
Wave is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
