Lead Ecosystem initiatives at CSL to define standards, support maturity builds, and drive operational efficiency. Oversee implementation of Lean practices and strategic planning within functions.
About the role
- Customer Operations Associate with Capi ensuring seamless customer experience and managing client payment queries related to compliance in Douala.
Responsibilities
- Respond promptly and professionally to inbound customer queries about payments, invoices, and transaction status.
- Guide clients through compliance and documentation requirements, explaining processes clearly and without jargon.
- Manage communications on stuck or delayed payments, coordinating with banking partners and internal teams to resolve issues quickly.
- Take ownership of enhanced due diligence cases, gathering information and ensuring full understanding of clients’ businesses.
- Maintain and improve customer-facing resources (FAQs, guidance documents) based on live feedback.
- Identify recurring pain points in customer journeys and propose improvements to processes and tools.
- Manage customer payments, including initiating payments, ensuring we have sufficient liquidity in the right places, and money is collected from customers on time.
- Troubleshoot and solve difficult payment issues, working directly with our customers and banks to resolve them.
- Respond to payment-related compliance queries from banks.
- Oversee liquidity on Africa-based bank accounts and collection channels, working with local partners to optimize working capital efficiency.
- Initiate and monitor settlement from local African accounts to trading partners, ensuring timely payments.
Requirements
- Minimum of 2 years of experience in customer-facing roles or project management
- Fluent in French and English, both spoken and written
- Excellent organizational and follow-through skills
- Hunger for a high-paced, rapidly growing environment with broad exposure and autonomy
- Familiarity with tools like Hubspot, Slack, Excel, Google Sheets, Zendesk
- Previous experience at a VC-backed startup, top-tier consultancy, or bank (Nice to Haves)
- Fluency in other local languages of our key markets (Cameroon, CIV, Senegal, Mali, Kenya) (Nice to Haves)
- Experience handling client due diligence and documentation workflows (Nice to Haves)
Benefits
- competitive salary
- share options
- benefits
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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