Customer Support Officer

Job title: 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

• 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.

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.