Customer Support Specialist
TalenTek
Description du poste Acteur majeur et incontournable de la Fintech en Algerie, SlickPay simplifie et securise les transactions au quotidien. Afin d'offrir une experience utilisateur irreprochable et d'accompagner la croissance rapide de notre base d'utilisateurs et de partenaires marchands, nous recherchons un(e) Customer Support Specialist. Rattache(e) directement au Responsable des Operations, vous serez la voix de SlickPay. Votre role principal sera de repondre aux demandes d'assistance, d'analyser et de resoudre les incidents techniques ou financiers, tout en garantissant un niveau de satisfaction eleve. Missions Principales Gestion de la Relation Client : Traiter les requetes entrantes des utilisateurs et marchands via nos differents canaux (chat, email, telephone, tickets). Resolution d'Incidents : Diagnostiquer les problemes d'utilisation, suivre le traitement des anomalies financieres ou techniques et coordonner avec l'equipe Tech pour leur resolution. Accompagnement & Onboarding : Guider les nouveaux utilisateurs dans la prise en main des solutions de paiement SlickPay et assurer le suivi de leurs demandes. Amelioration Continue : Identifier les problemes recurrents pour alimenter la FAQ interne, optimiser les scripts de reponse et faire remonter les retours d'experience aux equipes Produit. Profil Recherché Experience : Premiere experience reussie (2 a 5 ans) dans un role de support client, service apres-vente ou gestion de sinistres/litiges, idealement dans la Fintech, la Banque, l'E-commerce ou les Telecoms. Competences Techniques : Maitrise des outils de gestion de tickets et CRM (Zendesk, Freshdesk, Hubspot ou equivalents) et aisance avec les outils bureautiques. Aisance Communicationnelle : Excellentes capacites redactionnelles et relationnelles en Francais et en Arabe (l'Anglais est un plus). Soft Skills : Empathie, grande patience, sens aigu du service, rigueur, gestion du stress et esprit d'analyse. Avantages & Conditions Role central : Un impact direct sur la satisfaction et la fidelisation des utilisateurs de SlickPay. Environnement dynamique : Integrer une Fintech innovante en pleine expansion. Cadre de travail : Un environnement collaboratif base a Dely Ibrahim. #J-18808-Ljbffr TalenTek
$69k
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