Customer Care Specialist L2

Job description

🚀 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.