Customer Service Representative, French-speaking
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Job Description
Customer Service Representative at Oze, supporting small businesses across different regions in Africa. Delivering consultative support via phone, email, and chat, fostering relationships with users.
Responsibilities:
- You'll be the voice of Oze for small business owners across Ghana, Nigeria, Guinea, Benin, and the DRC — delivering a human, consultative support experience over phone, whatsapp, email, and chat.
- You'll support users of both our Business App (small business owners managing their operations) and Oze Originate (our lending management and credit scoring platform used by microfinance institutions and lenders).
- Your job is to solve problems creatively, build real relationships with our users, and help them get more out of Oze.
- Develop deep expertise in the Oze platform and guide customers through how-to questions, troubleshooting, and feature adoption
- Handle inbound support across phone, email, and chat — resolving issues promptly and professionally
- Document every interaction in our CRM so the team has a clear picture of each customer
- Run re-engagement campaigns to activate dormant users and keep free active users growing with us
- Escalate software issues to product and engineering through established processes, and close the loop with the customer
- Spot opportunities — with account owners and internal teams — for customers to get more value from the platform
- Stay composed and flexible as volumes shift and customer needs evolve
Requirements:
- Fluent French and English, spoken and written — this is essential.
- At least 1 year of work experience, ideally in customer-facing or support roles
- Strong investigator's instinct — you know how to dig into data and talk to people to find the answer
- Clear, concise communicator who can explain technical things simply
- Empathetic, patient, and genuinely enjoys helping people
- Reliable, adaptable, and comfortable with a role that evolves
- Bachelor's degree is a plus but not required.
- Experience with CRM tools, SaaS support, or small business environments is a bonus.
Benefits:
- None specified
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