Customer Support Representative
Skills
About the Role
You will manage large volumes of incoming phone calls, identify and assess customer needs, and deliver clear, accurate information using the right tools. You will handle complaints, provide solutions and follow up to ensure resolution, keep records and process customer accounts, and follow communication procedures while going the extra mile for customers.
Requirements
- 1 year of customer support or client service experience
- 2 years of higher education
- Work authorization in Côte d'Ivoire
- Experience with mobile money or banking support (advantage)
- Fluency in French
- Willingness to work outside regular working hours
- Strong phone contact handling skills and active listening
- Familiarity with CRM systems and practices
- Excellent communication and presentation skills
- Ability to multi-task, prioritize, and manage time effectively
- Fluency in Mooré and Bambara (plus)
Responsibilities
- Manage large amounts of incoming phone calls
- Identify and assess customer needs to achieve satisfaction
- Build sustainable relationships and trust with customers through open and interactive communication
- Provide accurate, valid, and complete information using appropriate methods and tools
- Handle customer complaints and provide appropriate solutions and alternatives within reasonable time limits
- Follow up to ensure issue resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures and guidelines
- Engage customers and go the extra mile
Benefits
- Generous health insurance for employee and dependents
- Partnerships with local gym centers
- Airtime reimbursement
- Free food and office space