Customer Support Representative (Lilongwe)

About the role

Wave is expanding its Customer Support team in Lilongwe and seeks a dedicated Customer Support Representative. You will be the first point of contact for users, helping them navigate the Wave financial platform and ensuring a world‑class experience.

Key responsibilities

• Manage a high volume of incoming phone calls and assess customer needs.
• Provide accurate, complete information using the appropriate tools and methods.
• Handle complaints, propose solutions, and follow up to ensure resolution.
• Maintain records of interactions, process account updates, and file documentation.
• Follow communication procedures and guidelines while building trust with customers.

Required profile

• Minimum 2 years of experience in customer support or client service.
• Fluency in Chichewa (mandatory); additional local languages are a plus.
• Willingness to work outside regular hours.
• Work authorization for Malawi.
• Based in Lilongwe.

Required skills

What we offer

• Competitive fixed‑term salary (6‑month contract) with a transparent formula.
• Generous health insurance for you and dependents.
• Parental leave (26 weeks for mothers, 4 weeks for fathers) and subsidised childcare.
• Gym membership and fitness class subsidies.
• Airtime reimbursement, free meals, and a modern office environment.