Analyze, qualify, and respond to functional and technical customer requests
Ensure accurate follow-up and adapt communication both internally and with clients
Guarantee high-quality ticket handling through regular checks and best practices
Master internal tools used for ticket tracking and support
Support internal requests related to our solution and its ecosystem
Develop strong expertise in the product, business use cases, and security aspects
Understand and address the technical challenges within the DiliTrust environment
Participate in functional testing of new features
Contribute to the structuring and continuous improvement of the Customer Care and Customer Success teams
Take part in the escalation process when required
Support the Regional Manager in operational and customer-related topics

5 to 8 years of experience in Customer Support or a similar role
Excellent proficiency in English and French (written and spoken)
Strong interpersonal skills, comfortable interacting with clients and handling phone conversations
A genuine customer-centric mindset and strong interest in customer satisfaction
Good listening skills, autonomy, attention to detail, and rigor
Curious, eager to discover new functional areas, and open to learning new technologies
Ambitious and motivated to join a fast-growing company with a strong human culture

Customer Care Specialist

Key skills