Customer Support Representative

About the role

Wave is building a cashless Africa and needs a dedicated Customer Support Representative in Kinshasa to deliver world‑class assistance to its growing user base. You will be the primary point of contact for customers, helping them navigate the mobile wallet, resolve issues, and ensure a smooth experience.

Key responsibilities

• Handle inbound customer inquiries and complaints via phone, chat, or email with professionalism and empathy.
• Escalate complex issues to relevant departments while keeping the customer informed.
• Maintain up‑to‑date knowledge of Wave’s products and services.
• Use active listening to identify customer needs and propose appropriate solutions.
• Participate in team meetings and contribute ideas for continuous improvement.

Required profile

• Fluency in French and local languages.
• At least 3 years of experience in a call‑center or customer‑service role, preferably in mobile‑wallet or fintech environments.
• Ability to work flexible schedules, including evenings or weekends if needed.
• Strong sense of responsibility, initiative, and attention to detail.

Required skills

What we offer

• 6‑month fixed‑term contract (CDD) with competitive, transparent salary.
• Generous parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidized child‑care.
• Gym membership and fitness class subsidies.
• Airtime reimbursement.