📍 Job Overview

• Job Title: Customer Support Representative
• Company: Wave
• Location: Bamako, Bamako, Mali
• Job Type: On-site
• Category: Customer Support
• Date Posted: June 19, 2025
• Experience Level: Entry-level (0-2 years)
• Remote Status: On-site only

🚀 Role Summary

• Manage large volumes of incoming phone calls and ensure customer satisfaction by addressing their needs effectively.
• Build and maintain sustainable relationships with customers through open and interactive communication.
• Handle customer complaints professionally and efficiently, providing appropriate solutions and alternatives within reasonable time limits.
• Keep records of customer interactions and maintain customer accounts accurately.
• Follow communication procedures and guidelines to ensure consistent and high-quality customer support.

📝 Enhancement Note: This role requires a strong focus on customer-centricity, active listening, and problem-solving skills to deliver exceptional customer support and contribute to Wave's mission of making Africa cashless.

💻 Primary Responsibilities

• Manage large amounts of incoming phone calls and ensure customer satisfaction by addressing their needs effectively.
• Identify and assess customers' needs to understand their concerns and provide tailored solutions.
• Build and maintain sustainable relationships with customers through open and interactive communication, fostering trust and loyalty.
• Handle customer complaints professionally and efficiently, providing appropriate solutions and alternatives within reasonable time limits, and following up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents accurately and efficiently.
• Follow communication procedures and guidelines to ensure consistent and high-quality customer support.
• Go the extra mile to engage customers and exceed their expectations, creating a positive customer experience.

📝 Enhancement Note: In this role, you will be the face of Wave to customers, responsible for maintaining and enhancing the company's reputation through exceptional customer support.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant college degree is a plus.

Experience: 1+ year of customer support experience or experience as a Client Service Representative.

Required Skills:

• Fluency in French and Bambara (mandatory)
• Strong phone contact handling skills and active listening
• Familiarity with CRM systems and practices
• Excellent communication and presentation skills
• Strong interpersonal skills and a teamwork spirit
• Willingness to work outside regular working hours

Preferred Skills:

• Experience with mobile money or banking support
• English language skills (an added value)
• Tenacity, willingness to go the distance, and over-communication skills
• Client-oriented mindset and diplomatic speaking skills

📝 Enhancement Note: While a background in customer support is essential, the ideal candidate will also possess a strong client-oriented mindset, excellent communication skills, and a willingness to go above and beyond to ensure customer satisfaction.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: Competitive salary calculated using a transparent formula.

Benefits:

• Generous health insurance for yourself and your dependents
• Parental leave (26 weeks for mothers and 4 weeks for fathers) and subsidized child care
• Gym membership subsidy and fitness classes
• Airtime reimbursement
• Free food and beautiful office space

Working Hours: Full-time, 40 hours per week. Willingness to work outside regular working hours is required.

📝 Enhancement Note: Wave offers a competitive salary and comprehensive benefits package to attract and retain top talent in the customer support industry.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech (Financial Technology)

Company Size: Medium (50-250 employees)

Founded: 2017

Team Structure:

• Growing global Customer Support team
• In-country teams in Senegal, Côte d'Ivoire, Mali, Burkina Faso, The Gambia, and Uganda
• Remote team members spread across the world

Development Methodology:

• Customer-centric approach to product development and support
• Agile methodologies for continuous improvement and innovation

Company Website: Wave

📝 Enhancement Note: Wave fosters a dynamic and inclusive work environment, with a strong focus on customer-centricity and innovation in the fintech industry.

📈 Career & Growth Analysis

Customer Support Representative Career Level: Entry-level to intermediate, with opportunities for growth and advancement within the Customer Support team and across the organization.

Reporting Structure: Reports directly to the Customer Support Team Lead or Manager.

Technical Impact: Directly impacts customer satisfaction, loyalty, and retention by providing exceptional support and resolving customer issues efficiently.

Growth Opportunities:

• Progression to Senior Customer Support Representative or Team Lead roles
• Cross-functional opportunities in other departments, such as Product, Marketing, or Sales
• Professional development and training opportunities to enhance customer support skills and knowledge

📝 Enhancement Note: Wave offers a clear career progression path for Customer Support Representatives, with opportunities for growth and development within the team and across the organization.

🌐 Work Environment

Office Type: Modern, collaborative, and well-equipped office space in Bamako, Mali.

Office Location(s): Bamako, Mali

Workspace Context:

• Collaborative workspace with open-plan offices and dedicated team spaces
• Access to modern technology and tools for effective communication and customer support
• Opportunities for cross-functional collaboration with other departments

Work Schedule: Full-time, 40 hours per week. Willingness to work outside regular working hours is required to provide 24/7 customer support.

📝 Enhancement Note: Wave's work environment fosters collaboration, innovation, and customer-centricity, with a focus on providing exceptional customer support and driving the company's mission forward.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and customer support experience
2. In-depth phone or video interview to discuss customer support scenarios, problem-solving skills, and cultural fit
3. Final interview with the Customer Support Team Lead or Manager to evaluate fit and make a hiring decision

Portfolio Review Tips: N/A for this role

Technical Challenge Preparation: N/A for this role

ATS Keywords: Customer Support, Active Listening, Communication, Problem Solving, CRM Systems, Detail-Oriented, Interpersonal Skills, Teamwork, Mobile Money, Banking Support, French, Bambara, English

📝 Enhancement Note: Wave's interview process focuses on assessing candidates' customer support skills, problem-solving abilities, and cultural fit to ensure they align with the company's mission and values.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Customer-centricity: Putting customers at the heart of everything we do
• Excellence: Striving for exceptional customer support and continuous improvement
• Collaboration: Working together to achieve common goals and drive customer satisfaction
• Innovation: Embracing new ideas and technologies to enhance the customer experience
• Integrity: Upholding Wave's values and maintaining customer trust

Collaboration Style:

• Cross-functional collaboration with other departments, such as Product, Marketing, and Sales
• Regular team meetings and one-on-one check-ins to discuss performance, feedback, and growth opportunities
• A supportive and inclusive team environment that fosters open communication and active listening

📝 Enhancement Note: Wave's customer support team values customer-centricity, excellence, collaboration, innovation, and integrity, fostering a supportive and inclusive work environment that prioritizes customer satisfaction and continuous improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Managing high volumes of incoming phone calls and ensuring customer satisfaction
• Handling complex customer complaints and finding creative solutions to resolve issues
• Adapting to new technologies and customer support tools to enhance the customer experience
• Collaborating with cross-functional teams to improve customer support processes and workflows

Learning & Development Opportunities:

• On-the-job training and mentoring to enhance customer support skills and knowledge
• Access to professional development resources and workshops to advance customer support career goals
• Opportunities to participate in customer support industry events, conferences, and webinars

📝 Enhancement Note: Wave's customer support team faces technical challenges that require strong problem-solving skills, adaptability, and a customer-centric mindset. The team also offers learning and development opportunities to support career growth and advancement.

💡 Interview Preparation

Technical Questions:

• Describe a challenging customer support scenario you've faced in the past and how you handled it.
• How do you approach active listening and ensuring you understand the customer's needs?
• Can you walk us through your process for handling and resolving a complex customer complaint?
• How do you stay up-to-date with industry trends and best practices in customer support?

Company & Culture Questions:

• Why are you interested in joining Wave's customer support team?
• How do you align with Wave's mission and values?
• What do you think sets Wave apart from other companies in the fintech industry?
• How do you approach working collaboratively with cross-functional teams to improve customer support processes and workflows?

Portfolio Presentation Strategy: N/A for this role

📝 Enhancement Note: Wave's interview process focuses on assessing candidates' customer support skills, problem-solving abilities, and cultural fit. Preparing for technical and company-specific questions will help candidates demonstrate their qualifications and enthusiasm for the role.

📌 Application Steps

To apply for this Customer Support Representative position:

1. Fill out the application form on the Wave careers page.
2. Upload your resume in English and a cover letter describing your interest in Wave and the role.
3. Prepare for phone or video screening and interviews by practicing customer support scenarios, problem-solving exercises, and company-specific questions.
4. Research Wave's mission, values, and customer support approach to demonstrate your understanding and enthusiasm for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.