Customer Support Representative- Front Office
How you'll help us achieve it
We are going through an extremely exciting period of growth in the Customer Support team and are looking for a Customer Support Representative to join our thrilling journey ahead. Someone who is bordering on obsessive about offering a world-class customer experience and who puts our customers at the heart of everything they do.
Based in Senegal, you’ll be a part of our growing global Customer Support team.
In this role, you'll:
Manage large amounts of incoming phone calls
Identify and assess customers’ needs to achieve satisfaction
Build sustainable relationships and trust with customers through open and interactive communication
Provide accurate, valid, and complete information by using the right methods/tools
Handle customer complaints, provide appropriate solutions and alternatives within reasonable time limits, and follow up to ensure resolution
Keep records of customer interactions, process customer accounts, and file documents
Follow communication procedures and guidelines
Go the extra mile to engage customers
Key details
Fixed term 6-month contract
Location: Dakar
Work authorization in Senegal is required
Our salaries are competitive and calculated using a transparent formula.
We offer generous health insurance for yourself and your dependents
We support working parents - we offer generous parental leave policies (26 weeks for mothers and 4 weeks for fathers) and subsidized childcare when you return to work
We help you live your fullest life now - subsidize gym memberships and fitness classes
Airtime reimbursement
Free food and a beautiful office space
Requirements
1+ year of customer support experience or experience as a Client Service Representative
Fluency in French and Wolof
Willing to work outside regular working hours
Strong phone contact handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize, and manage time effectively
Baccalaureate + 2 years of higher education
Experience with mobile money or banking support will be an added advantage.
You might be a good fit if you
Demonstrate tenacity and a willingness to go the distance to get something done.
Are comfortable defaulting to over-communication and overreaching when it comes to coordination.
Are excessively detail-oriented and seek to achieve excellence in everything you do.
Are client-oriented and have strong interpersonal skills.
Are a diplomatic speaker.
Have teamwork spirit.