Customer Service Representative – Crypto & FinTech Experience

Wonnpay FZE; Dubai; On-site; AED 96,000 - 144,000; Full time

Job summary

Wonnpay FZE in Dubai seeks an experienced Customer Service Representative with 3+ years in Crypto, FinTech, Banking, or Digital Payments. You will handle inquiries across channels, assist with onboarding and verification, and coordinate with Tech and Compliance to resolve issues.

Fluency in Arabic and English and strong communication skills are required. The role demands a proactive, customer-focused mindset in a fast-paced FinTech environment.

Qualifications

• 3+ years of customer service experience in Crypto/FinTech/Banking/Digital Payments.
• Fluent in Arabic and English, written and spoken.
• Proficient communication and problem-solving abilities.
• Experience with CRM and ticketing platforms is advantageous.

Responsibilities

• Handle inquiries via email, chat, phone and other channels.
• Monitor and respond to customer inquiries promptly across channels.
• Assist with onboarding, account verification, and transactions queries.
• Escalate complex issues to appropriate teams and provide updates.
• Maintain accurate records of customer interactions and resolutions.
• Collaborate with Operations, Compliance, Tech, and other teams.

Skills

Customer service experience

Arabic & English proficiency

Communication skills

CRM/ticketing familiarity

FinTech/crypto knowledge

Tools

CRM software

Ticketing systems

Job description

We are looking for an experienced and customer-focused Customer Service Representative with 3+ years of experience in the Crypto, FinTech, Banking, or Digital Payments industry to join our growing team in Dubai.

Key Responsibilities

• Handle customer inquiries through email, chat, phone, and other support channels.
• Actively monitor and respond to customer inquiries through chat, email, and other support channels.
• Provide professional and timely assistance to customers regarding accounts, transactions, payments, and platform-related concerns.
• Provide quick and effective assistance when customers experience errors, technical issues, or difficulties using the app.
• Monitor customer-reported issues and coordinate closely with the Technology/Product team for troubleshooting and resolution.
• Follow up on reported issues until they are properly resolved and keep customers updated.
• Identify recurring app issues or customer complaints and escalate them promptly to the relevant team.
• Maintain a high level of responsiveness, especially for urgent customer and app-related issues.
  
• Resolve customer issues efficiently while maintaining a high level of customer satisfaction.
• Assist customers with onboarding, account verification, and transaction-related queries.
• Escalate technical, compliance, or complex customer issues to the appropriate department.
• Maintain accurate records of customer interactions and follow up on outstanding issues.
• Work closely with Operations, Compliance, Technology, and other teams to resolve customer concerns.
• Ensure all customer interactions comply with company policies and applicable regulatory requirements.
• Stay updated on company products, services, and relevant FinTech/Crypto developments.
  
  

Requirements

• 3+ years of experience in Customer Service, preferably within Crypto, FinTech, Digital Payments, Banking, or Financial Services.
• Must be highly responsive, proactive, and alert, particularly when handling customer inquiries, app errors, transaction issues, and urgent support requests.
• Arabic and English (both written and spoken).
• Strong communication and interpersonal skills.
• Excellent problem-solving and customer-handling abilities.
• Ability to work in a fast-paced and technology-driven environment.
• Strong attention to detail and ability to handle sensitive customer information professionally.
• Experience with CRM, ticketing, or customer support platforms is an advantage.
• Knowledge of cryptocurrency, blockchain, digital wallets, or payment platforms is highly preferred.
  
  

What We’re Looking For

Someone who is professional, customer-focused, proactive, patient, and comfortable working in a fast-paced FinTech environment.