Customer Support Officer

Position 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. Comprehensive benefits package, including a competitive salary, health insurance, and exciting growth opportunities.