Customer Support Officer

JOB SUMMARY: 

Gamma Mobility is seeking a Customer Support Officer to enhance the customer experience by ensuring seamless engagement, issue resolution, escalation handling and retention of customers. The ideal candidate will play a key role in driving customer satisfaction and addressing concerns. This role requires strong communication skills, a customer-focused mindset, and the ability to collaborate with different teams to provide outstanding service.

ROLES AND RESPONSIBILITIES:

• Ensure a seamless user journey for new customers, ensuring they understand our service offerings and operational processes.

• Act as the first point of contact for customer inquiries and complaints, ensuring timely resolution.

• Educate customers on platform usage, vehicle operations, and financial responsibilities.

• Conduct periodic check-ins with customers to ensure a positive experience.

• Monitor customer behavior and feedback, proactively identifying potential concerns.

• Respond to Customer inquiries via all engagement channels

• Resolve issues or escalate to relevant departments (Verification, Credit, Inventory) under established SLA and compliance policy

• Track tickets using the support platform.

• Follow ups on unresolved cases and measure satisfaction (NPS, CSAT).

• Update FAQs and suggest workflow improvements.

• Work with internal teams (Operations, Risk, and Finance) to resolve customer payment, vehicle maintenance, and compliance issues.

• Identify opportunities to promote additional services, such as insurance, maintenance plans, and financial solutions.

• Provide insights to the sales and finance teams on customer needs and product adoption trends.
  

Requirements

REQUIREMENTS:

• Bachelor’s degree in Business Administration, Communications, Marketing, or a related field.

• Strong understanding of customer service principles and customer-centric practices

• At least 1-2 years of experience in customer support, customer service, or account management roles

• Proven ability to handle customer inquiries, resolve issues, and manage customer accounts effectively.

• Previous experience in a high-volume customer service environment where rapid responses and multitasking are key.

• Ability to de-escalate difficult situations and manage customer frustration with professionalism and patience.

• Excellent time management skills, with the ability to prioritize tasks and handle multiple customer requests simultaneously.
  

Benefits

WHY YOU SHOULD JOIN US:

• You would be part of a dynamic startup revolutionizing the vehicle subscription and financial services industry for gig workers in Africa.

• You would be part of a dynamic environment where your ideas are heard and your contributions propel us forward.

• You would work alongside passionate, talented colleagues who share your commitment to excellence.

• You would witness firsthand the positive change your work brings to the lives of thousands of riders and drivers.

• You would enjoy a comprehensive benefits package, including a competitive salary, health insurance, and exciting growth opportunities.