Customer Service Executive

Edenred UAE; Dubai; On-site; AED 67,000 - 100,000; Full time

Job summary

Edenred UAE in Dubai seeks a proactive Customer Service Representative to engage with cardholders through inbound chats and calls, resolving issues promptly and professionally.

You will work with a CSR team and other departments to provide solutions, meet KPIs, and capture customer feedback for continuous improvement. Bilingual English and Hindi/Urdu are preferred.

This role offers exposure to fintech payroll services and opportunities to grow within a fast-growing company.

Qualifications

• Must be an effective and confident communicator.
• Minimum 2 years of experience in customer service.
• IT literate, particularly with the MS Office package.
• Strong written skills for clear text-based communication.

Responsibilities

• Interact with cardholders through inbound chats in a timely manner.
• Identify and help solve cardholders' issues quickly and effectively.
• Escalate queries and concerns when needed.
• Work with a CSR team and other departments to find solutions.

Skills

Effective communication

Customer service experience

IT literacy

English proficiency

Multilingual - Hindi/Urdu & English

Education

High school diploma

Bachelor’s degree preferred

Tools

MS Office

Job description

The UAE Context

Edenred UAE is a fast growing payroll service provider serving more than 6,000 business 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 driving the financial inclusion of the unbanked population by offering 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 life 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 an 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

• Interact with our cardholders through inbound chats in timely manner


• Identify and help solve cardholder’s issues quickly and effectively


• Ensuring to resolve all issues of card holders and communicate with relevant team to provide solution to the user


• Working with a team of CSRs and other departments to find appropriate solutions


• Escalate queries and concerns


• Take complete ownership of providing support to costumers


• Ensure all target KPIs are met as set by the line manager


• Ensure all feedback received from customers is captured for review by the line manager


• Responsible for Making Outbound Calls depending upon the business requirement.


• Provide regular reports and summaries to the reporting manager

Required Skills and Profile

• Must be a proven, effective and confident communicator


• Minimum 2 years of experience of working in a customer service role


• IT literate, particularly with the Microsoft Office package


• Strong written skills that lend to clear and concise text-based communication.


• Strong work ethic, with abilities to act independently, be self-motivated and work within the context of a larger team-oriented environment


• Strong organizational and administrative skills


• Display a courteous telephone manner, applying judgement, tact and diplomacy to all.


• Languages Required -Hindi/Urdu & English (Additional Languages – Malayalam/ Tamil/Bengali/Nepali/Arabic/Telugu/Kannada/Bhojpuri)


• Rotational Shifts from 8 am – 10 pm

Education

• High school diploma or equivalent - Bachelor’s Degree preferred

Soft Skills

• Must enjoy and excel in team environment


• Must have an upbeat and positive outlook


• Must be dedicated and reliable


• Customer orientation and ability to adapt/respond to different types of customers


• Passion for customer


• Able to speak and write good English


• An excellent team player with a willingness to be flexible and adaptable


• Good problem-solving skills


• Ability to multi-task, prioritize and manage time effectively