Junior Customer Support Representative (Senegal)
NALA, Senegal

We are on a mission to increase economic opportunity for Africans globally.

Why does our mission matter?

There are over 1.3 billion Africans in the world. Africa is the most expensive place to send money to and trade with.

Talent is everywhere but opportunity isn’t. How do we bridge this divide with a sense of purpose?

• Think about people living far away from their loved ones who are financially responsible and support them. Imagine how you would feel losing 8-9% of your money through fees. How do we reduce the cost of sending money home through technology?
• What about the future of work? Think about those young TikTok influencers in Uganda who make amazing content, but can’t get paid because they don’t have Visa or Mastercards yet have mobile money?
• What about the future for businesses? Think about those who are trying to do cross-border business from Africa outbound to the rest of the world? Why is it so hard to trade today? Why do people have to send money with other people physically or cash on planes? How much money and time is lost while doing this?
• What about the reliability of trade? When payments are delayed, that means business is disrupted. This costs everyone money. It loses us trust with customers.

NALA’s true impact will be measured by the opportunities we create for Africa to trade with the world and the world to trade with Africa.

Your mission is to be the frontline advocate for our valued customers, ensuring satisfaction by providing quick, effective, and empathetic support. Your role is pivotal in delivering exceptional customer experiences through various channels, including real-time chats, emails, and online support

• Managing real-time incoming conversations, inbound and outbound chats and emails.
• Offering follow-up to customers on all outstanding queries raised.
• Responsible for troubleshooting and resolving customer issues by appropriately escalating them when necessary. This involves assigning escalated issues to the relevant teams and to partners, and providing follow-up until the problem is resolved.
• Creating tasks on our internal tool (Zazu) or Jira tickets, and doing pre-investigation of issues raised by customers.
• Regularly reviewing tasks assigned to the support team or raised by the support team to other teams
• Identifying all issues affecting customers and advocating for them to be addressed swiftly.
• Regularly reviewing and updating canned responses (macros) and support articles (FAQs).
• Keeping accurate records and documenting customer service actions and discussions.
• Identifying patterns in user feedback and translating them into suggestions for improving our user experience and product.
• Actively contributing to process improvement, looking for smarter and best ways to serve customers.

• 2+ years experience in a call/contact centre or as a dispatcher/receptionist in a large office.
• Ability to commit to a full-time schedule.
• Ability to work your assigned shift, as we are open 24 hours per day/7 days per week.
• Ability to work weekends, evenings, and statutory holidays if required.
• Advanced fluency in English (speaking / writing). The job requires the ability to communicate in English with our customers and team at a professional working capacity.
• Truly enjoy helping to solve problems for our awesome customers.
• Exhibit excellent written amp; verbal communication skills.
• Efficiency in Microsoft applications (word, excel, powerpoint etc.)
• Approach others’ problems with compassion and a desire to keep problem-solving an issue until you understand what is going on.
• Are motivated to help NALA grow through providing stellar service to our customers.

• Proficiency in task and project management.
• Data visualisation skills in Excel or similar

Job Rewards and Benefits