Customer Service Representative, French-speaking

This is a fully remote position, open to applicants in Nigeria.

📋 Description

• You will represent Oze for small business owners throughout Ghana, Nigeria, Guinea, Benin, and the DRC, providing a personalized and consultative support experience via phone, WhatsApp, email, and chat.

• You will assist users of both our Business App (designed for small business owners managing their operations) and Oze Originate (our lending management and credit scoring platform utilized by microfinance institutions and lenders).

• Your role involves creatively solving problems, establishing genuine relationships with our users, and enhancing their experience with Oze.

• Cultivate a comprehensive understanding of the Oze platform and assist customers with how-to inquiries, troubleshooting, and feature adoption.

• Manage incoming support requests through phone, email, and chat, ensuring timely and professional resolution of issues.

• Document each customer interaction in our CRM to provide the team with a comprehensive view of every customer.

• Conduct re-engagement campaigns to activate inactive users and foster growth among our free active users.

• Report software issues to the product and engineering teams following established procedures, and ensure feedback is communicated to the customer.

• Identify opportunities—both with account owners and internal teams—for customers to derive additional value from the platform.

• Maintain composure and adaptability as workload fluctuations and customer needs arise.

⛳️ Requirements

• Proficiency in both French and English, both spoken and written, is crucial.

• A minimum of 1 year of professional experience, preferably in customer-facing or support roles.

• Strong investigative skills—you excel at analyzing data and engaging with individuals to uncover solutions.

• A clear and concise communicator capable of simplifying technical concepts.

• Empathetic and patient, with a genuine passion for helping others.

• Dependable and flexible, comfortable in a role that is subject to change.

• A bachelor's degree is advantageous but not mandatory.

• Familiarity with CRM tools, SaaS support, or small business environments is a plus.

🏝️ Benefits

• None specified