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Care Expert 🇸🇳

Alan· Care
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Dakar, SenegalFull-timePosted 1w ago

About the role

Care Expert at Alan Sénégal focused on customer care and continuous improvement to enhance member satisfaction and loyalty in Senegal (Dakar).

Responsibilities

  • Listen, understand and respond to member issues with clear and rapid solutions
  • Assist members via phone, chat and email and handle follow-up requests as needed
  • Support members in health coverage processes
  • Manage complaints with empathy and professional follow-up until resolution
  • Collaborate with medical, technical and commercial teams to resolve complex situations
  • Identify and implement process improvements
  • Analyze customer requests to identify friction points in the product
  • Contribute to improving tools and knowledge base
  • Contribute to initiatives promoting member autonomy
  • Share knowledge and mentor colleagues
  • Support structuring and growth of the Care team

Qualifications

  • At least 1 year of experience in customer service, client relations, assistance or contact center
  • Excellent oral communication and ability to build trust quickly
  • Fluent French (oral and written), Wolof fluency
  • Good command of English (B2 or higher)
  • Comfort with digital tools and CRM software (e.g., HubSpot, Airtable)
  • Ability to analyze situations, prioritize requests and find appropriate solutions
  • Ability to work effectively in a dynamic, evolving environment

Skills

Required:Customer serviceCommunicationProblem solvingCRM tools

Benefits

  • Central role in a growing healthtech startup in Africa
  • Impact on access to care and customer experience
  • Collaborative, impact-driven work environment
  • Training and professional development opportunities
  • Opportunity to lead continuous improvement projects
  • Competitive compensation package
  • On-site work in Dakar with full tools and health insurance for you and your family
  • Flexible policy for learning resources (books, conferences)
  • Salary framework aligned with levels A1 to B0 (Pay scale A)
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Alan

Votre partenaire santé qui prévient, assure et accompagne au quotidien

Alan permet à chacun d’agir sur sa santé physique et mentale, en alliant le meilleur de la prévention et de l’assurance, le tout au sein d’une expérience unique.

assurancepréventionsantébien-êtremutuelle
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