Care Expert

📋 Description

• Listen, understand problems and requests from members and provide clear, fast answers
• Support members (by phone, chat, email) and manage additional requests when necessary
• Accompany members in their health coverage procedures
• Handle complaints with empathy, calm and professionalism, and follow up requests until resolved
• Collaborate with medical, technical and sales teams whenever a situation is complex
• Identify and implement improvements in our processes

🎯 Requirements

• At least one year of experience in customer service, customer relationship, customer assistance or
• Excellent verbal communication skills, always to build a relation of trust
• Master fluent French (oral and written)
• Fluent in Wolof – this is particularly important for this role
• Speak & write in English (B2 minimum)
• Comfortable with digital tools and CRM software such as HubSpot, Airtable or equivalent

🎁 Benefits

• Full‑time contract (CDI)
• Contract type: Permanent
• At the office, in Dakar, closely collaborating with a passionate local team
• All necessary tools to deliver, an engaged and high‐performance manner
• 100% comprehensive health insurance via Alan, for you and your family:Alan
• Learning & training opportunities with flexible budget