Customer Support Representative (Fluent French / Wolof / English Speaker)

About Nala :

We are on a mission to increase economic opportunity on the African continent and for its diaspora around the world. By creating community-powered financial solutions, we make it easier to make day-to-day payments and do business in an increasingly global Africa.

About the role :

Your mission is to be the frontline advocate for our valued customers, ensuring satisfaction by providing quick, effective, and empathetic support. Your role is pivotal in delivering exceptional customer experiences through various channels, including real-time chats, emails, and online support.

• Managing real-time incoming conversations, inbound and outbound chats and emails.
• Offering follow-up to customers on all outstanding queries raised.
• Responsible for troubleshooting and resolving customer issues by appropriately escalating them when necessary. This involves assigning escalated issues to the relevant teams and to partners, and providing follow-up until the problem is resolved.
• Creating tasks on our internal tool (Zazu) or Jira tickets, and doing pre-investigation of issues raised by customers.
• Regularly reviewing tasks assigned to the support team or raised by the support team to other teams
• Identifying all issues affecting customers and advocating for them to be addressed swiftly.
• Regularly reviewing and updating canned responses (macros) and support articles (FAQs).
• Keeping accurate records and documenting customer service actions and discussions.
• Identifying patterns in user feedback and translating them into suggestions for improving our user experience and product.
• Actively contributing to process improvement, looking for smarter and best ways to serve customers.

Must have Job Requirements