Customer Care Specialist L2
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About The Role
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.
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