Customer Experience Specialist

Job Description: Customer Experience Specialist (Fintech)

Location: Maadi, Cairo

Industry: Fintech

Work Conditions:

• Work Schedule: Rotational shifts between 10:00 AM and 12:00 AM (two shifts: "Morning 10-6" and "Night 4-12"). Night shifts may involve working from home.
• Days Off: Rotational.
• Work Environment: Hybrid mode (combining office and potentially remote work).
• Weekend and Holiday Work: Required.
• RTS: This likely refers to "Ready to Start" or a similar internal designation.
• Dress Code: Presentable and Class A.
• Preference: Maadi resident or living in a nearby area is preferred, but not mandatory.

Responsibilities:

• Promptly resolve customer tickets and answer chat inquiries within agreed-upon Service Level Agreements (SLAs).
• Identify situations requiring additional support and proactively initiate calls to customers to mitigate frustration and solve issues.
• Execute cold calls to gather customer feedback through surveys, aiding in the improvement of our services and customer experience.
• Collaborate with various departments to follow up and confirm the resolution of customer issues, ensuring a seamless customer experience.
• Maintain an extensive knowledge base of our products, services, and policies to provide accurate support.
• Work alongside the customer service team to identify trends, report on service metrics, and recommend process improvements.
• Engage in continuous learning opportunities to keep abreast of best practices in customer service and technology.
• Uphold stringent data protection and confidentiality standards when handling customer information.
• Proactively communicate with customers who face errors in the app.
• Handle customer support via chat, outbound calls, and emails.

Qualifications:

• Bachelors degree in Business, Languages, Marketing, Finance, or a related field.
• 0 to 1 year of experience in customer support or a relevant position.
• Flexible with rotational shifts and days OFF.
• Proven experience in customer service, or a similar role within a fintech or technology startup (a plus).
• Strong analytical, problem-solving, and communication skills.
• Excellent communication and interpersonal skills, with the ability to present information to stakeholders.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Strong organizational skills and attention to detail.
• Passion for fintech and innovation and ability to work under tight deadlines.
• Comfortable making decisions and having the ability to think without much direction.
• Must be able to see the business from the customers perspective and advocate for improvements that enhance their experience.
• Possess a blend of technical skills, interpersonal abilities, and industry knowledge to effectively manage and enhance the customer experience across all touchpoints.
• Fluent English speaker.
• Fresh graduate.

Competencies Required:

• Ability to work cross-functionally.
• Willingness to learn and improve.
• Responsible and have ownership.
• Teamwork and socializing skills.