Remote Customer Support Associate

Summary

Afriex is seeking a Customer Support Associate to join their team in Cameroon. The ideal candidate should have at least 1-3 years of customer service experience, be fluent in English and French, and work well in a fast-paced environment. This remote position requires the employee to be based in Cameroon.

Requirements

• 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

Responsibilities

• Communicate with customers via phone, email, social media, tickets, and chat
• Address customers in a professional, respectful, and friendly manner
• Proactively reach out to churned users to get insights and feedback
• Follow up with users who signed up and verified but didn't transact on the app
• Provide knowledgeable answers to questions about the product, pricing, and availability
• Follow up with management about issues that have not been resolved
• Work with internal departments to resolve customers' concerns
• Take ownership of customer issues, following up on outstanding requests, and escalating issues when necessary
• Engage with prospective clients on different online blogs, communities, or forums to gain traction
• Optimize tooling in support (Freshcaller, Freshchat, FreshDesk, Stripe, Slack, etc.)
• Data entry in various platforms

Preferred Qualifications

• 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