💼 About This Role

Customer Care Officer - 2 days remote work per week. Schedule: 12:00 PM to 8:00 PM, from Wednesday through Sunday. Main responsibilities include customer support, handling complex requests, guiding users, operations process management, and more.

🎯 What You'll Do

• Customer merchant support
• Handle complex requests from merchants and consumers via email and phone
• Guide users in the use of Alma’s payment solutions
• Provide clear and helpful responses while ensuring a high level of customer satisfaction
• Operations process management
• Manage debt collection actions and follow up on payment delays
• Ensure smooth onboarding of new merchants and help them implement the Alma solution
• Monitor cases and ensure issues are resolved efficiently
• Identify recurring issues and share insights to improve processes and tools
• Contribute to quality reviews and operational improvements
• Support the onboarding and training of new team members as the team grows

📋 Requirements

• Strong written and verbal communication skills in French and English
• Customer-oriented, empathetic, and solution-driven
• Organized and rigorous in work
• Autonomous and resourceful when solving problems
• Comfortable working in a fast-growing environment
• First experience in customer support, operations, or similar roles is a plus