Customer Support Agent

Wahed; Sharjah; On-site; AED 60,000 - 120,000; Full time

Job summary

A financial technology company based in the United Arab Emirates is seeking a Client Support Agent to ensure clients receive timely support. This role involves handling live chats, calls, and emails while maintaining compliance with financial regulations. Ideal candidates will possess excellent English communication skills and experience in customer services. The role also requires proactive problem-solving and the ability to work in a fast-paced environment. Flexibility for evening and weekend shifts is a must.

Qualifications

• Minimum 24 months of work experience preferably in customer services.
• Must be available to work evenings and weekends as per the schedule/shift rotation.
• Capability to manage client complaints and inquiries effectively.

Responsibilities

• First point of contact for clients via live chats, calls, and support emails.
• Ensure compliance with financial regulations in all communications.
• Proactively improve efficiency and overall processes.

Skills

Excellent English writing and speaking skills

Customer service experience

Multitasking

Tools

CRM systems like Zendesk

Job description

About Wahed

We have a passion to reduce financial inequality and exclusion by building world leading financial products and services aimed at giving access to all. We are a New York headquartered Financial Technology (FinTech) company focused on serving valuesbased (shariah compliant) digital financial services to retail clients globally starting with wealth management. We have an impressive global team aligned with this purpose and are looking for trail blazers in their fields that will take our customer delivery to new levels. We can promise you a digital first and truly international culture as well as a fascinating immersion into the world of FinTech and Islamic finance.

Job Brief

The Client Support Agent will be responsible for ensuring that all clients receive the support and attention they require while also proactively finding new ways to improve our processes. This will not be a typical client support role. Although responding to LiveChat support emails and calls will be a vital part of the candidate will also need to show creativity to come up with solutions that enable us to reach our end goal in less time which is to onboard clients in a seamless manner.

Job Description

• First point of contact for our clients on live chats calls and support emails
• Ensures that all communication is compliant with financial regulations. This is absolutely top priority
• Comfortable in taking full ownership of client experience and support
• Candidates will be trained to be able to provide the necessary support to clients without breaching any regulatory restrictions. The candidate must always follow best practices
• Responsible for managing client complaints and responding to client inquiries by coordinating with the different teams and area owners (operations product marketing etc)
• Ensures that open tickets are closed within the approved SLAs
• Proactively find new ways to improve efficiency and overall processes
• Provide regular updates and reports to management on performance
• Ability to multitask and meet tight deadlines

Job Specification

• Excellent English writing and speaking skills
• 24 years of work experience preferably in Customer services
• Available to work evenings and weekends as per the schedule/shift rotation
• Previous experience in CRM systems like Zendesk is a plus

Required Experience

Unclear Seniority