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.
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
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.
Skills Required
- Bachelor's degree in Business Administration, Communications, Marketing, or related field
- Strong communication skills
- Customer-focused mindset and strong understanding of customer service principles
- 1-2 years of experience in customer support, customer service, or account management
- Proven ability to handle customer inquiries, resolve issues, and manage customer accounts
- Experience in a high-volume customer service environment with rapid responses and multitasking
- Ability to de-escalate difficult situations and manage customer frustration professionally
- Excellent time management skills and ability to prioritize multiple requests
- Ability to collaborate effectively with internal teams (Operations, Risk, Finance)
What We Do
Gigmile is a mobility FinTech platform that offers vehicle subscriptions and financial services to gig workers in Africa, aiming to empower them with access to vehicles and improve livelihoods.
