Customer Care Specialist L2

🚀 Welcome to Your Next Adventure!

About The Role

Reporting to the Head of Operations and working under the guidance of the Customer Care Coordinator, the Customer Care Specialist – Level 2 will play a key role in supporting customers and businesses using the company's digital wallet and mobile payment services in Tunisia.

The role serves as the primary escalation point for Level 1 Contact Center teams, taking ownership of complex B2C and B2B customer cases, particularly those involving wallet functionality, payment transactions, account issues, and digital financial services.

The position requires a combination of customer service expertise, technical troubleshooting, payment operations knowledge, analytical problem-solving, and strong stakeholder coordination to ensure complex issues are resolved efficiently and within agreed Service Level Agreements (SLAs).

🛠 What You’ll Get Your Hands On

• Handle and resolve L2 escalations related to wallet accounts, payments, transactions, and mobile application functionality.
• Investigate failed, pending, reversed, duplicated, or disputed transactions and identify root causes.
• Manage escalated cases through Odoo CRM, ensuring accurate documentation, prioritization, and SLA compliance.
• Monitor ticket queues, case aging, resolution times, and recurring customer issues.
• Coordinate with Operations, IT, Product, Compliance, Finance, banks, and payment partners to resolve complex cases.
• Support B2C customers, merchants, and business users across in-app, email, and CRM channels.
• Identify recurring issues and contribute to process, product, and customer-experience improvements.
• Develop FAQs, troubleshooting guides, and knowledge-base materials to support Level 1 teams.
• Ensure customer support activities follow applicable Fintech, payment, KYC/AML, data protection, and internal requirements.

🧙 What We're Looking For

• 2–3 years of experience in customer service or technical support, preferably in fintech, banking, or telecom sectors.
• Familiarity with CRM systems (Odoo experience is a plus).
• Exposure to mobile payment solutions or digital wallets is highly desirable.
• Strong knowledge of customer service processes and escalation management.
• Proficiency in CRM tools (Odoo or similar).
• Basic understanding of fintech operations, compliance, and payment systems.
• Strong communication skills and efficiency on problem solving
• Customer oriented mindset
• Excellent communication and interpersonal skills.
• High level of organization and attention to detail.
• Ability to work under pressure and manage multiple priorities.
• Language requirement: Arabic, French (C1+) and English (B2+)
  

📍 Priority will be given to Tunisian nationals / local candidates for this position.

Why join us? 🚀

At Ooredoo Fintech, you’ll have the opportunity to:

🌍 Work across markets — collaborate with diverse teams and customers.

💡 Build what’s next — contribute to innovative Fintech and digital solutions.

📈 Make an impact — see your ideas turn into real business outcomes.

🤝 Work with great people — learn from experienced professionals and grow together.

🚀 Grow with us — take on challenges that stretch your skills and career.