Customer Support Agent (Arabic)

Wahed; Sharjah; On-site; AED 60,000 - 80,000; Full time

Job summary

A leading FinTech company is seeking a Client Support Agent to enhance client experience through effective communication and process improvement. The role requires strong English and Arabic skills, along with a proactive approach to client support. Join us to make a difference in financial services while working in a dynamic international environment.

Qualifications

• 2-4 years of experience in customer service.
• Excellent English and Arabic communication skills.
• Availability to work evenings and weekends.

Responsibilities

• Act as the first point of contact for clients via live chat, calls, and emails.
• Manage client complaints and inquiries efficiently.
• Provide regular updates and performance reports to management.

Skills

Communication

Multitasking

Problem Solving

Tools

CRM systems

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 values-based (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 trailblazers in their fields who will elevate our customer delivery. We offer a digital-first and truly international culture, along with an immersive experience in FinTech and Islamic finance.

Job Brief:

The Client Support Agent will ensure all clients receive the support they need while proactively improving our processes. This role involves responding to LiveChat support emails and calls, and also requires creativity to develop solutions that enable seamless client onboarding efficiently.

Job Description:

1. Be the first point of contact for clients via live chat, calls, and support emails.
2. Ensure all communications comply with financial regulations, which is a top priority.
3. Take full ownership of the client experience and support.
4. Receive training to provide support without breaching regulatory restrictions, following best practices.
5. Manage client complaints and inquiries by coordinating with relevant teams (operations, product, marketing, etc.).
6. Close open tickets within the approved SLAs.
7. Proactively seek ways to improve efficiency and processes.
8. Provide regular updates and performance reports to management.
9. Multitask effectively and meet tight deadlines.
10. Possess excellent Arabic reading and speaking skills.

Job Specification:

1. Excellent English communication skills, both speaking and writing, and proficiency in reading and speaking Arabic.
2. Approximately 2-4 years of experience in customer service.
3. Availability to work evenings and weekends as per shift schedules.
4. Experience with CRM systems like Zendesk is a plus.

Required Experience: Unclear seniority level.