Customer Support Specialist

We are looking for a French-speaking customer support specialist to assist our customers and help us grow. We need someone passionate about people and patient above all else. You will be supporting an award-winning application called Boss Money operated by IDT Corporation, a leading provider of remittance and communication services based out of Newark, NJ. The Boss Money wallet application provides cross-border financial services in ten African countries to help people store, send, receive, exchange, and pay, domestically and across borders.

As a part of our team, you will:

Enthusiastically enforce Boss Money’s excellent service standard 

Respond efficiently to customer inquiries to help maintain high customer satisfaction. 

Go the extra mile to engage with customers effectively and work with the rest of the Boss Money team on product changes and improvements based on customer feedback. 

Work remotely with a high degree of independence.

Responsibilites:

• Communicate with customers through various channels (phone, WhatsApp, email, live chat, etc.), and troubleshoot issues as necessary
• Maintain a positive, empathetic, and professional attitude toward customers at all times
• Be an expert on the Boss Money wallet product so that you can triage issues and answer questions
• Acknowledge and resolve customer complaints
• Communicate and coordinate with colleagues on the customer support and technical teams as necessary
• Work independently in a remote environment (requires consistent, strong internet access)
• Keep organized records of customer interactions, comments, and complaints
• Proactively reach out to customers for feedback, especially on new features
• Contribute to broader team efforts by accomplishing related tasks as needed and bringing your innovative ideas to the company
• Be a brand ambassador for Boss Money in your local context - represent the company well
• Be accountable - follow up on situations

Qualificiations:

• Professional proficiency in English and French 
• 1-2 years of professional experience in customer service
• Previous customer support experience (added value)
• Positive attitude and a high degree of professionalism
• Flexible schedule and comfort with being on call during evenings/weekends
• Strong verbal and written communication skills for supporting via phone, email, chat, etc., and documenting work
• Computer skills and aptitude - Microsoft Office and Google Suite required, other technical software a plus
• Technical fluency on both Android and iOS mobile devices to troubleshoot customer issues
• Problem-solving skills and ability to think under pressure
• Team player
• People-oriented
• 2-3 professional references

We offer you:

• Remote work opportunity!
• B2B Employment ($, gross)

IDT is an American telecommunications company founded in 1990 and headquartered in New Jersey. We are industry leaders in prepaid communication and payment services and one of the largest international voice carriers. We are listed on the NYSE, employ 1,300 people across 20+ countries, and have over $1.5 billion in revenues.

At IDT, we understand the challenge of being apart from those who matter most. So our products support the mission of enabling people to keep in touch and share resources worldwide.