Customer Service Executive

The UAE Context

Edenred UAE is a fast growing payroll service provider serving more than 6,000 businesses and more than 2 million unbanked employees. We service over 10 banks and 35 financial institutions. We offer a unique value proposition for companies to manage their payroll and for employees to receive their salaries and use it in the simplest way, offering multiple value-added services via our mobile app (money transfer, mobile recharge, and card services).

We are a purpose-driven company whose values are the foundation for how we conduct business every day. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom by driving the financial inclusion of the unbanked population through the best product experience and services.

About You

This is a great opportunity for someone who wants to build something from the ground up and drive incredible impact in the lives of others.

You have a passion for growth and tech innovation, an entrepreneurial spirit with a "roll up your sleeves" attitude, strong attention to detail, and the ability to work collaboratively across internal and external teams. You are a disruptor who builds and delivers unparalleled customized insights that enrich both the performance of businesses and the lives of consumers.

Responsibilities

1. Interact with our cardholders through inbound chats in a timely manner.
2. Identify and help solve cardholders’ issues quickly and effectively.
3. Ensure to resolve all issues of cardholders and communicate with relevant teams to provide solutions to users.
4. Work with a team of CSRs and other departments to find appropriate solutions.
5. Escalate queries and concerns.
6. Take complete ownership of providing support to customers.
7. Ensure all target KPIs are met as set by the line manager.
8. Ensure all feedback received from customers is captured for review by the line manager.
9. Make outbound calls depending upon business requirements.
10. Provide regular reports and summaries to the reporting manager.

Required Skills and Profile

1. Must be a proven, effective, and confident communicator.
2. Minimum 2 years of experience in a customer service role.
3. IT literate, particularly with the Microsoft Office package.
4. Strong written skills that lend to clear and concise text-based communication.
5. Strong work ethic, with abilities to act independently, be self-motivated, and work within the context of a larger team-oriented environment.
6. Strong organizational and administrative skills.
7. Display a courteous telephone manner, applying judgment, tact, and diplomacy to all.
8. Languages Required - Hindi/Urdu & English (Additional Languages – Malayalam/Tamil/Bengali/Nepali/Arabic/Telugu/Kannada/Bhojpuri).
9. Rotational Shifts from 8 am – 10 pm.

Education

1. High school diploma or equivalent - Bachelor’s Degree preferred.

Soft Skills

1. Must enjoy and excel in a team environment.
2. Must have an upbeat and positive outlook.
3. Must be dedicated and reliable.
4. Customer orientation and ability to adapt/respond to different types of customers.
5. Passion for customer service.
6. Able to speak and write good English.
7. An excellent team player with a willingness to be flexible and adaptable.
8. Good problem-solving skills.
9. Ability to multi-task, prioritize, and manage time effectively.