Contact Center Agent - Hindi, Bengali and Arabic Speaking L1

XAD Technologies LTD; Dubai; On-site; AED 45,000 - 50,000; Full time

Benefits offered by this job

Company provided visa

Health insurance

Job summary

XAD Technologies LTD in Dubai is seeking a Customer Service Agent to be the primary contact for customers using fintech platforms, wallets, and digital financial services. You will deliver seamless support while ensuring regulatory compliance and data privacy.

Compensation ranges from 4,000 AED to 4,500 AED monthly with visa and health insurance provided. This role requires effective communication, KYC knowledge, and the ability to work in shifts in a fast-paced fintech environment.

Qualifications

• At least 1–3 years of experience in Customer Service, preferably in fintech or digital payments.
• Strong knowledge of digital financial products and customer service best practices.
• Familiarity with CRM systems and ticketing tools to manage inquiries.
• Excellent communication, problem-solving, and interpersonal skills.
• Tech-savvy with ability to assist customers on mobile and web platforms.

Responsibilities

• Handle inbound and outbound customer interactions via calls, email, chat, and digital channels.
• Assist customers with inquiries related to digital payments, wallets, and transactions.
• Support account onboarding and KYC processes as needed.
• Resolve refunds and disputes while meeting defined SLAs.
• Maintain accurate records of customer interactions in CRM systems.
• Escalate technical or compliance issues to relevant teams and support fraud prevention.

Skills

Customer service experience

Communication skills

Problem-solving

CRM systems familiarity

Tech-savvy

Shift work willingness

Education

Bachelor's degree in Business, Finance, IT, or related field

Tools

CRM software

Ticketing tools

Job description

About the Role

The Customer Service Agent will serve as the primary point of contact for customers using the company's fintech platforms and digital financial services. The role is responsible for delivering seamless customer support across payment solutions, wallets, transactions, and digital financial products while ensuring compliance with regulatory and service standards.

This position plays a critical role in enhancing customer experience, maintaining trust, and supporting operational efficiency in a fast-paced, technology-driven financial ecosystem.

Compensation and Benefits: 4,000 AED to 4,500 AED along with company provided visa and health insurance

Key Responsibilities

• Handle inbound and outbound customer interactions via calls, email, chat, and digital channels


• Assist customers with inquiries related to:


• Digital payments


• Wallet services


• Transactions


• Account onboarding


• KYC processes


• Refunds / disputes


• System navigation


• Resolve customer complaints efficiently within defined SLAs


• Escalate technical or compliance-related issues to relevant internal teams


• Provide guidance on fintech products and services to drive adoption and usage


• Maintain accurate records of customer interactions in CRM systems


• Support fraud prevention by identifying suspicious activities and reporting them promptly


• Ensure adherence to regulatory requirements and data privacy policies


• Contribute to improving customer journeys by sharing feedback and insights


• Meet defined KPIs including CSAT, resolution time, quality score, and productivity targets

Requirements

• Bachelor's degree in Business, Finance, IT, or related field


• 1–3 years of experience in Customer Service (preferably in Fintech, Banking, or Digital Payments)


• Strong understanding of digital financial products and customer service practices


• Familiarity with CRM systems and ticketing tools


• Excellent communication and problem-solving skills


• Ability to handle high-volume customer interactions in a fast-paced environment


• Knowledge of KYC, AML, and basic financial compliance principles is an advantage


• Tech-savvy with ability to support customers on mobile/web platforms


• Willingness to work in shifts

Key Competencies

• Customer-centric mindset


• Attention to detail


• Conflict resolution skills


• Multitasking ability


• Analytical thinking


• Adaptability in a digital environment

Success Metrics

Customer Satisfaction Score (CSAT)

First Contact Resolution (FCR)

Average Handling Time (AHT)

Compliance adherence

Quality Assurance Score

Job Type: Permanent