Customer Support Representative

About the role

Wave is expanding its Customer Support team in Bamako, Mali. As a Customer Support Representative you will be the first point of contact for users of Wave’s cashless financial services, helping them resolve issues and ensuring a world‑class experience.

Key responsibilities

• Manage a high volume of incoming phone calls from customers.
• Identify and assess customers' needs to achieve satisfaction.
• Build sustainable relationships and trust through open, interactive communication.
• Provide accurate, complete information using the appropriate tools and methods.
• Handle complaints, propose solutions within reasonable time limits, and follow up to ensure resolution.
• Maintain records of interactions, process customer accounts, and file relevant documents.
• Follow established communication procedures and guidelines.
• Go the extra mile to engage and retain customers.

Required profile

• At least 1 year of experience in customer support or as a client service representative.
• Fluency in French and Bambara.
• Willingness to work outside regular hours when needed.
• Strong phone handling and active listening abilities.

Required skills

What we offer

• Fixed‑term contract for 6 months with competitive salary calculated transparently.
• Generous health insurance for you and dependents.
• Parental leave benefits (26 weeks for mothers, 4 weeks for fathers) and subsidized childcare.
• Gym membership subsidies, airtime reimbursement, free meals, and a modern office environment.