Alan
Care Expert - Senegal 🇸🇳
Dakar, Senegal. Posted 12 days ago
The role
You will support and retain members as their first point of contact. You will spend 80% of your time assisting insured members and 20% on continuous improvement projects.
What you will do
- Listen to and understand member problems and requests
- Support members via phone, chat, and email
- Assist members with health coverage procedures
- Manage complaints with empathy and professionalism
- Collaborate with medical, technical, and commercial teams
- Identify and implement process improvements
- Analyze customer requests to correct product friction points
- Contribute to the improvement of tools and knowledge bases
- Participate in designing initiatives for member autonomy
- Share knowledge and support colleagues
Required qualifications
- At least one year of experience in customer service, customer relations, assistance, or contact centers
- Comfortable speaking orally and creating trust with interlocutors
- Mastery of French, oral and written
- Fluent in Wolof
- Speak and write English (B2 and better)
- Comfortable with digital tools and CRM software such as HubSpot or Airtable
- Ability to analyze situations, prioritize requests, and find solutions
- Ability to work effectively in a dynamic and constantly evolving environment
Nice to have
- Experience in the health, insurance, or assistance sector
Benefits
- Central role in a growing African healthtech startup
- Impact on access to care and member experience
- Stimulating, collaborative, and impact-centered work environment
- Training and professional evolution opportunities
- Possibility to lead continuous improvement projects
- Competitive compensation package
- All necessary tools
- Complete health insurance via Alan for you and your family
- Learning and training opportunities including budgets for books and conferences
About the company
Tanel is the first digital health insurance in French-speaking West Africa, acquired by Alan to accelerate expansion on the continent. Alan is a European leader in prevention-focused health insurance.