About Company
Wasoko, formerly known as SokoWatch, is revolutionizing informal retail across Africa by empowering millions of small shop owners to order goods directly from manufacturers via a mobile app, receiving free same-day delivery. We are a fast-growing, dynamic e-commerce company committed to building technology that connects communities and drives economic prosperity. With operations spanning several African countries, Wasoko is at the forefront of digital transformation in the retail sector, providing a seamless and efficient supply chain solution for micro-businesses. Our innovative approach reduces costs, increases efficiency, and ensures essential goods are readily available in urban and rural areas alike. Join a team dedicated to making a tangible impact on livelihoods and contributing to Africa’s economic growth through technology and exceptional customer service.
Job Description
We are seeking an enthusiastic and highly motivated Remote Virtual Call Center Representative to join our rapidly expanding team in Kigali, Rwanda. As a pivotal point of contact for our valued retail partners, you will be instrumental in ensuring their satisfaction and success. This remote role offers the flexibility to work from home while remaining an integral part of our vibrant, distributed team. You will be responsible for providing world-class customer support, resolving inquiries, and assisting our shop owners with everything from order placement and tracking to troubleshooting app-related issues and escalating complex problems. Your primary goal will be to foster strong relationships with our partners, understanding their needs, and ensuring they have a positive and seamless experience with Wasoko. This role requires exceptional communication skills, a proactive approach to problem-solving, and a genuine passion for helping others. You will work within a supportive team environment, utilizing advanced communication tools and a comprehensive knowledge base to deliver accurate and timely solutions. If you thrive in a fast-paced, digital environment and are committed to making a difference in the lives of small business owners across Africa, we encourage you to apply.
Key Responsibilities
- Handle inbound and outbound calls, emails, and chat inquiries from Wasoko’s retail partners with professionalism and empathy.
- Assist partners with placing and tracking orders, managing their accounts, and understanding Wasoko’s services and promotions.
- Diagnose and resolve customer issues related to the Wasoko app, deliveries, product availability, and payment processing efficiently.
- Escalate complex or unresolved issues to the appropriate internal teams, ensuring timely follow-up and resolution.
- Maintain accurate and detailed records of all customer interactions and transactions in our CRM system.
- Provide proactive information to customers regarding service updates, potential delays, or new features.
- Collaborate with internal teams (e.g., logistics, tech, sales) to improve overall customer experience and operational efficiency.
- Adhere strictly to company policies, procedures, and service level agreements (SLAs).
Required Skills
- Fluent in English and Kinyarwanda (both written and spoken).
- Minimum of 1 year of experience in a customer service or call center role.
- Excellent verbal and written communication skills with a strong customer-centric approach.
- Proficiency in using CRM software and other customer support tools.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently in a remote setting with minimal supervision.
- Reliable high-speed internet connection and a dedicated quiet workspace.
- Basic computer literacy and ability to learn new software quickly.
Preferred Qualifications
- Experience in an e-commerce or tech-driven environment.
- Familiarity with informal retail or B2B customer service.
- Diploma or Bachelor’s degree in Business Administration, Communications, or a related field.
Perks & Benefits
- Competitive salary and performance-based incentives.
- Opportunity to work remotely with a flexible schedule.
- Comprehensive health benefits package.
- Access to professional development and training programs.
- Laptop and necessary equipment provided.
- Contribution towards home internet costs.
- Be part of a rapidly growing company making a significant social and economic impact.
How to Apply
Interested candidates who meet the above qualifications are encouraged to apply. Please click on the application link below to submit your resume and cover letter. Ensure your application clearly highlights your relevant experience and why you are a great fit for Wasoko.