Wave mobile money recrute 01 Chargé de clientèle – Front Office

Wave mobile money recrute 01 Chargé de clientèle – Front Office

Job description

We’re hiring a Customer Support Representative (front office) who is dynamic and excited about giving the best experience to customers. Based in Senegal, you’ll be a part of our growing global Customer Support team.

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 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

• Fixed term 6-month contract.
• Location: DAkar 
• 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 offer generous health insurance 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 – subsidize gym memberships and fitness classes.
• Airtime reimbursement.
• Free food and a beautiful office space.

Requirements

• 1+ year 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.
• Baccalaureate + 2 years of higher education.
• 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.