Job Vacancy for Customer Support Representative at Wave Uganda
Application Deadline: Open
Employment Type: Full-time
Location: Kampala, Uganda (with potential travel to field locations)
Company: Wave Uganda
About Wave Uganda
Wave Uganda is part of a globally trusted fintech company operating across more than 17 countries in Europe, Asia, and Africa. Founded with the mission to make Africa the first cashless continent, Wave offers innovative financial services that are fee-free, instantly available, and widely accepted. Since launching a mobile app in Senegal in 2017, Wave has expanded to millions of users across six countries and continues to grow rapidly.
Job Openings
- Customer Support Representative
- Employment Type: Full-time
- Location: Kampala, Uganda
- Languages Required: Fluency in English and local languages including Luo, Alur, Acholi, or Langi
Job Description
Our Customer Support team is dedicated to delivering exceptional service and ensuring our users have a seamless experience with our products. They handle customer inquiries, resolve issues, and provide valuable feedback to improve our services. Representing Wave with professionalism and dedication, our support team helps us build trust and maintain strong relationships with our users and partners.
In this role, you will:
- Conduct outgoing calls to customers, focusing on those who speak Langi, Acholi, and Alur.
- Respond promptly to incoming customer calls, addressing questions and concerns.
- Administer customer satisfaction surveys to gather feedback.
- Accurately report bugs to the engineering team and escalate issues when necessary.
- Follow up diligently on cases to ensure satisfactory resolution.
- Collaborate with other departments to handle customer or partner inquiries.
- Provide assistance and information to customers, resolving their issues effectively and courteously.
Key Details
- Work Authorization: Work authorization in Uganda is required.
- Position Type: Permanent
- Compensation: Competitive salaries calculated using a transparent formula. Performance reviews are conducted twice a year with bonuses awarded to strong performers.
- Benefits:
- Generous health insurance for yourself and your dependents.
- Parental leave: 26 weeks for mothers and 4 weeks for fathers, with subsidized child care upon return to work.
- Airtime reimbursement.
- Free food and a beautiful office space.
Qualifications
- Bachelor’s degree in Communication, Journalism, or a related discipline.
- At least one year of experience in a call center or customer service role.
- Fluency in English and local languages (Luo, Alur, Acholi, or Langi).
- Familiarity with CRM systems and practices.
- Flexibility to work different schedules.
Desired Skills and Attributes
- Tenacity and willingness to go the distance to get things done.
- Excellent phone contact handling and active listening skills.
- Willingness to work outside regular working hours.
- Strong sense of responsibility and initiative.
- Comfort with over-communication and coordination.
- Detail-oriented and committed to excellence.
- Client-oriented with strong interpersonal skills.
- Diplomatic speaker with a strong teamwork spirit.
How to Apply
Interested candidates can apply directly through the following link: Apply Here
Fill out the form and upload a resume in English along with a cover letter describing your interest in Wave and the role. Applications are reviewed frequently, so we recommend applying to the role that best aligns with your skills, experience, and career goals.
About Wave Uganda
- Industry: Fintech
- Location: Uganda
Wave Uganda offers excellent career opportunities for individuals passionate about bringing affordable financial services to those who need them most. Join us and be part of a team dedicated to making Africa the first cashless continent.
