Customer Care Specialist – Level 2 (Fintech)

About the role

The Customer Care Specialist – Level 2 will be the main escalation point for the Level 1 Contact Center, handling complex B2C and B2B cases related to Ooredoo Fintech’s digital wallet and mobile payment services in Tunisia. You will ensure that high‑impact issues are resolved efficiently and within agreed SLAs.

Key responsibilities

• Manage L2 escalations concerning wallet accounts, payments, transactions and mobile‑app functionality.
• Investigate failed, pending, reversed, duplicated or disputed transactions and determine root causes.
• Document and track cases in Odoo CRM, ensuring proper prioritisation and SLA compliance.
• Monitor ticket queues, case ageing and recurring issues to improve service quality.
• Coordinate with Operations, IT, Product, Compliance, Finance, banks and payment partners to resolve complex problems.
• Support B2C customers, merchants and business users via in‑app, email and CRM channels.
• Identify recurring patterns and contribute to process, product and experience enhancements.
• Create FAQs, troubleshooting guides and knowledge‑base articles for Level 1 teams.
• Ensure all activities comply with fintech, KYC/AML, data‑protection and internal regulations.

Required profile

• 2–3 years of experience in customer service or technical support, preferably in fintech, banking or telecom.
• Familiarity with CRM systems; Odoo experience is a plus.
• Exposure to mobile‑payment solutions or digital wallets.
• Strong knowledge of escalation management and customer‑service processes.
• Basic understanding of fintech operations, compliance and payment systems.
• Excellent communication skills in Arabic, French (C1+) and English (B2+).
• Highly organised, detail‑oriented and able to work under pressure.

Required skills

• Odoo CRM
• CRM tools (e.g., Odoo or similar)
• Mobile payment solutions
• Digital wallets

What we offer

• Opportunity to work across multiple markets with diverse teams.
• Involvement in innovative fintech projects and digital solutions.
• Impactful role where your ideas translate into real business outcomes.
• Collaborative environment with experienced professionals.
• Career growth and development within a fast‑moving fintech company.