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.