Job opening
Customer Care & Order Operations Associate
- Location
- Kigali
- Type
- Full-time
- Pay
- RWF 200,000 to 300,000 per month
- Start
- As soon as possible
About Uwase Mart
Uwase Mart is a 100% Rwandan-owned company on a simple mission: make quality everyday goods accessible to every Rwandan household at honest, transparent prices. We run an online store at uwase.rw and mobile apps, and we deliver across Kigali with Cash on Delivery and MTN MoMo. We are a small, fast-moving team, so everyone who joins now helps shape how the company grows.
The role
You will be the first person our customers talk to and the person who makes sure their orders arrive. You will answer questions on WhatsApp, phone and our website live chat, confirm new orders, coordinate with our delivery riders, and follow up until every customer is happy. When something goes wrong, such as a late delivery, an item out of stock or a payment that did not go through, you will own it and fix it quickly and kindly.
What you will do
- Reply to customer messages and calls on WhatsApp, phone and live chat, in Kinyarwanda and English, within our response-time targets.
- Confirm new orders with customers: items, delivery address, delivery time and payment method (Cash on Delivery or MTN MoMo).
- Assign orders to delivery riders, track them through the day and keep customers updated.
- Check MoMo payments and Cash on Delivery collections against orders, and flag anything that does not match.
- Handle returns, exchanges, refunds and complaints from start to finish, following our policies.
- Keep order statuses and customer notes accurate in our order management system.
- Spot patterns in customer questions and complaints, and share them weekly so we can fix the root cause.
- Help with packing and dispatch on busy days.
What you will bring
Must have:
- Fluent Kinyarwanda and good spoken and written English.
- A warm, patient manner and clear writing, including on WhatsApp.
- Comfort with smartphones, WhatsApp Business and basic spreadsheets (Google Sheets or Excel).
- Strong attention to detail: names, phone numbers, amounts and addresses.
- Willingness to work some evenings and weekends on a rota.
- Secondary school certificate (A2) or higher.
Nice to have:
- Experience in customer service, a call centre, retail or e-commerce.
- Familiarity with MTN MoMo merchant tools.
- French or Kiswahili.
- Good knowledge of Kigali neighbourhoods.
What we offer
- RWF 200,000 to 300,000 gross per month, depending on experience, paid monthly.
- RSSB social security and the other benefits required by Rwandan labour law.
- Hands-on training in e-commerce operations, customer experience and the tools we use.
- A small team where your ideas are heard and quickly put into practice.
- Room to grow into a team lead or operations role as the company grows.
Working hours
Full-time, about 45 hours a week across 6 days, on a rota that includes some evenings and weekends. You get at least one full day off each week.
Our hiring process
- Apply with the "Apply now" button. The form opens in a new tab and takes about 15 minutes. Have your CV ready.
- Review. We read every application and reply to shortlisted candidates within about 2 weeks, by phone or WhatsApp.
- First conversation (about 30 minutes, phone or video) about your experience and what you are looking for.
- Short practical task: replying to a few realistic customer messages.
- Final interview in Kigali, where you meet the team.
- References and offer. We speak to your referees (we tell you first), then make an offer.
Applications are reviewed on a rolling basis until the role is filled, so we encourage you to apply early.
Uwase Mart is an equal opportunity employer. We welcome applications from everyone regardless of gender, age, disability, religion or background, and we especially encourage women and young people to apply. We never ask for money at any stage of recruitment. If anyone does, please report it to info@uwase.rw.