Back Office Officer After-Sales Service M/F

Back Office Officer After-Sales Service M/F 

French Leader in debt management & acquisition, iQera helps large companies and financial institutions at every stage of their client financial cycle by combining operational excellence, human and artificial intelligence.
iQera aspires to create the difference through its convictions:

• Achieve the unprecedented
• Play as a team
• Leave a positive impact

More than just resumes, iQera is looking foremost for personalities that will make a difference. The group wants to build a community of collabor’actors that are engaged, atypical and curious to learn, who want to find their path and thrive while giving meaning to their profession.
The Group currently relies on a Tribe of more than 2300 collborar’actors on 13 sites in 6 countries.

Your responsibilities within our Tribe

• Receive and process customer emails, enquiries, complaints and disputes.
• Review customer files and account history to analyse each request.
• Consult and update client systems and internal applications.
• Prepare clear, accurate and professional written responses to customers.
• Investigate and manage customer disputes, ensuring all relevant information is recorded.
• Update customer records and take the appropriate actions in line with internal procedures.
• Liaise with internal teams to resolve customer requests and escalate complex cases when necessary.
• Ensure compliance with client procedures, quality standards and applicable regulations.
• Deliver a high level of customer service and contribute to customer satisfaction.

• HSC/Bac level with at least 2 years of relevant experience.
• Ability to meet deadlines and manage workload effectively.
• Strong analytical and problem-solving skills.
• Ability to draft professional emails and written correspondence.
• Good command of Microsoft Office and business applications.
• Maintain a high level of customer satisfaction by ensuring timely follow-up until each request or complaint is resolved.Organization and prioritization skills.
• Excellent verbal and written communication skills.
• Active listening skills.
• Customer-oriented mindset.
• Attention to detail.
• Empathy and professionalism.
• Ability to remain calm under pressure.
• Team player.

*This position is available for the Tribe of Port Louis only