Djamo Spotlight - Romaric, Customer Success Lead
Romaric Ebassouan joined the Djamo adventure a few months before launch. He’s a talented and passionate teammate who gives everything to solve customer requests. Spotlight on Romaric - about himself, Djamo, and his mission.
Tell us about yourself and your day-to-day at Djamo
I’m Romaric Ebassouan, Team Leader at Djamo Côte d’Ivoire’s customer service. I started in the field in 2019 as a telesales agent in a call center after my bachelor’s in marketing. My job was to sell the company’s offers, and that’s where I learned the basics of customer relationships. That experience lasted 9 months, then I joined Djamo’s customer service before its activities launched in August 2020.
I took over as Team Leader 1 year and 6 months after I arrived at Djamo. It’s an exciting challenge, and today my tasks include:
- Managing a team of specialists handling refund claims and online payment issues
- Continuously identifying training needs within the team
- Evaluating teammates and helping them grow their skills
- Handling the trickier claims
- Making sure we hit our targets
How did your Djamo journey begin? Any story to share?
I started at Djamo as a digital customer advisor in July 2020. When the product launched in August 2020, I was sometimes very stressed - Djamo was creating so much excitement. I also realized how much attention to detail the founders had: you could feel their eyes on what we were doing because they truly cared about every single customer request. Rigor and excellence are the very first values that Hassan and Régis instilled in us. Since then, every day is an opportunity for us to help a customer facing difficulties, whether in Côte d’Ivoire or abroad.
What qualifications and skills are essential to be a good lead in your field?
To be a good Team Lead, you need real technical know-how, especially around mobile money transactions and how VISA procedures work. You also have to adapt quickly to change, because Djamo is constantly evolving - both with our internal tools and with the new features regularly rolled out in the app. On top of that, it’s essential to know how to manage your team well: listen to them, correct them when needed, and above all, motivate them effectively so we reach our goals.
What’s your relationship with your teammates like?
It’s excellent. At Djamo, there’s a real family vibe. We all get along really well and everyone is very open.
Which Djamo value do you identify with the most? And why?
It’s transparency. There are serious transparency efforts everywhere at Djamo. And that transparency is something our users can feel: no hidden fees, instant and continuous visibility on what’s happening on their accounts, clear communication when a service is temporarily unavailable…