About Company
Cassava Smartech Zimbabwe, a diversified technology group, is at the forefront of driving digital transformation and financial inclusion across Zimbabwe. As a subsidiary of Econet Wireless, we are passionately committed to leveraging cutting-edge technology to build a digitally connected future. Our innovative portfolio spans fintech (EcoCash, EcoSure), insurtech, agritech, and on-demand services (Vaya), all designed to empower individuals and businesses. We believe in creating solutions that not only simplify daily life but also foster sustainable economic growth and social development. Join our dynamic team and be part of a company that is consistently pushing the boundaries of what’s possible in the digital space, impacting millions of lives through our commitment to innovation and social good.
Job Description
Are you a compassionate problem-solver with a knack for digital communication? Do you thrive in a supportive environment where you can truly make a difference from the comfort of your home? Cassava Smartech Zimbabwe is seeking a dedicated Remote Social Support Advocate to join our growing team. In this pivotal work-from-home role, you will be the empathetic voice and helpful hand for our diverse user base across various digital platforms, ensuring a seamless and positive experience with our innovative products and services.
This isn’t just a customer service role; it’s an opportunity to act as a true advocate for our users. You’ll engage directly with customers through social media, online forums, chat, and email, actively listening to their concerns, understanding their needs, and providing comprehensive, step-by-step solutions. Your mission will be to transform potential frustrations into delightful resolutions, building lasting trust and loyalty. You’ll navigate a wide array of inquiries, from technical troubleshooting and account management to service inquiries and general product education. We are looking for someone who can embody our company values in every digital interaction – professional, patient, and proactive.
You will be responsible for meticulously documenting interactions, identifying recurring issues, and collaborating closely with our product development and technical teams to champion user feedback and contribute to continuous service improvement. This role demands strong independent work ethic, excellent organizational skills, and a genuine desire to help others. You’ll be at the heart of our user experience, translating complex technical information into easily understandable language and ensuring that every user feels heard and valued. If you are passionate about digital innovation, possess exceptional interpersonal skills, and are ready to contribute to a company that’s shaping Zimbabwe’s digital landscape, we encourage you to apply. Empower yourself to empower our users, all while enjoying the flexibility and dynamic nature of a remote work model.
Key Responsibilities
- Provide empathetic and timely support to users across various digital channels, including social media, forums, chat, and email.
- Proactively identify, analyze, and resolve user issues, ranging from technical difficulties to service inquiries and product questions.
- Educate users on product features, best practices, and troubleshooting steps to enhance their overall experience.
- Accurately document all interactions, troubleshooting steps, and resolutions in our support system.
- Collaborate effectively with internal teams (e.g., product, engineering, marketing) to escalate complex issues and provide valuable user feedback.
- Monitor social media trends and user sentiment, identifying opportunities for proactive engagement and support.
- Maintain a deep understanding of Cassava Smartech's evolving product suite and digital services.
Required Skills
- Minimum of 1 year of experience in customer service, social media management, or digital support.
- Exceptional written and verbal communication skills in English.
- Strong empathy and active listening abilities.
- Proficiency in using digital communication tools and social media platforms.
- Excellent problem-solving and critical thinking skills.
- Ability to work independently and manage time effectively in a remote environment.
- High level of patience and a calm demeanor under pressure.
Preferred Qualifications
- A diploma or degree in Communications, Marketing, IT, or a related field.
- Familiarity with digital financial services, mobile telecommunications, or tech products.
- Experience with CRM software and helpdesk systems.
- Fluency in additional local Zimbabwean languages (e.g., Shona, Ndebele).
Perks & Benefits
- Flexible work-from-home arrangement, saving commute time and costs.
- Opportunities for professional growth and skill development.
- A supportive and collaborative virtual team environment.
- Competitive salary and performance incentives.
- Access to a dynamic and innovative digital ecosystem.
- Contribution to meaningful work that impacts communities across Zimbabwe.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your resume highlights your relevant experience in digital support and your ability to thrive in a remote work setting. We look forward to reviewing your application!