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Customer Support Associate - Cameroon

Afriex

Afriex

Customer Service
Remote
Posted on Saturday, June 22, 2024
Afriex is an international money transfer fintech startup, and we are looking for the next Rockstar Support Associate to join our team in Cameroon!

Are you.....
  • Obsessed with going out of your way to delight customers?
  • Someone who can balance efficiency & speed?
  • A problem solver?
  • A dynamic communicator?
  • Great at converting customers into passionate evangelists?
We’re a fully distributed team that works in countries worldwide. We may come from many different cultures and backgrounds, but our values, resourcefulness, and drive make us a team.
We work hard, think globally, and inspire each other to grow every day. If you’re the best at what you do and share our passion, we want you!

We’re seeking collaborative, organised, customer-focused, and independent go-getters to join us as Customer Support Associates. You will be part of a small team of like-minded individuals who think the customer is king. This will be a remote position; you will be required to be based in
Cameroon

You will support customers globally; English and French fluency is required, and additional languages (German, Spanish, and Portuguese) are a plus!

RESPONSIBILITIES
  1. Communicate with customers via phone, email, social media, tickets, and chat.
  2. Addressing customers in a professional, respectful, and friendly manner.
  3. Proactively reach out to churned users to get insights and feedback.
  4. Follow up with users who signed up and verified but didn't transact on the app.
  5. Provide knowledgeable answers to questions about the product, pricing, and availability.
  6. Follow up with management about issues that have not been resolved, and in some positions, provide tech support over the phone.
  7. Work with internal departments to resolve customers' concerns.
  8. Taking ownership of customer issues, following up on outstanding requests, and escalating issues when necessary.
  9. Engage with prospective clients on different online blogs, communities, or forums to gain traction.
  10. Optimize tooling in support (Freshcaller, Freshchat, FreshDesk, Stripe, Slack, etc.).
  11. Data entry in various platforms.
  12. Other duties required.
QUALIFICATIONS
  • At least 1–3 years of work experience in customer service.
  • Can work on weekends and weekdays, 5 days a week.
  • Ability to work night shift, graveyard and morning shift your time.
  • Excellent phone etiquette and excellent verbal and written communication skills (great grammar and spelling skills with high attention to detail).
  • Ability to adapt and pivot quickly, reacting to changes in a constantly evolving organization.
  • A people person. Someone who knows how to make others feel special. Going the extra mile for clients. It’s all about the little things.
  • Must be smart and resourceful. Someone who can overcome a challenge by thinking outside of the box.
  • Be open to embracing the entrepreneurial lifestyle.
  • Have experience working in a fast-paced environment.
  • Have comfort with using a variety of software technologies. The software we use includes Freshchat, FreshDesk, Stripe, Slack, Google Drive, etc.
  • Someone who has the drive and determination to do a variety of work, and absolutely crush it!
Workspace Requirements
  • Dedicated laptop or desktop computer with Windows 10, Mac, or above.
  • Quiet workspace to take calls when working from home.
  • Skills that are a big plus for this role:
  • Outstanding experience working inside a customer support team.
  • Experience creating or working with online communities.
  • Magical multitasking skills.
  • Incredible organization and time management skills.
  • Bilingual Hero!
  • A drive to help others transform their businesses and lives.
Like What You See?

If you’re thinking: “This is totally me!” then be sure to apply below. Even if you’re thinking, “This definitely could be me!” Apply below anyway; we love diverse and non-traditional backgrounds.


We can’t wait to meet you!