Customer Support Representative
Skills
About the Role
You will manage large volumes of incoming phone calls, assess customer needs, and provide accurate, valid, and complete information using the right tools. You will handle complaints, propose appropriate solutions and follow up to ensure resolution. You will keep records of interactions, process customer accounts, and follow established communication procedures. You must be willing to work outside regular hours and use CRM systems to track and resolve customer enquiries.
Requirements
- 1+ year of customer support or client service experience
- Fluency in French, Mooré, and Dioula
- Willingness 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 and respond to different customer types
- Excellent communication and presentation skills
- Ability to multitask, prioritize, and manage time effectively
- Baccalaureate plus two years of higher education
- Experience with mobile money or banking support (advantage)
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, provide solutions and alternatives, and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts, and file documents
- Follow communication procedures and guidelines
- Engage customers and go the extra mile to resolve issues
Benefits
- Generous health insurance for employee and dependents
- Parental leave (26 weeks for mothers and 4 weeks for fathers)
- Subsidized child care on return to work
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food and office workspace