Fintech Customer Care Agent - Digital Payments Specialist

XAD Technologies; Dubai; On-site; AED 45,000 - 50,000; Full time

Job summary

XAD Technologies in Dubai seeks a Customer Service Agent to be the main contact for customers using fintech platforms. You will handle inquiries across digital payments, wallets, and transactions while ensuring regulatory compliance and high customer satisfaction.

The role emphasizes fast-paced support, accurate CRM logging, and collaboration with internal teams to resolve issues and improve customer journeys. Shift work may be required.

Qualifications

• Bachelor's degree in Business, Finance, IT, or related field.
• 1–3 years of experience in Customer Service (preferably in Fintech, Banking, or Digital Payments).
• Strong understanding of digital financial products and customer service practices.
• Familiarity with CRM systems and ticketing tools.
• Excellent communication and problem-solving skills.
• Ability to handle high-volume customer interactions in a fast-paced environment.
• Knowledge of KYC, AML, and basic financial compliance principles is an advantage.
• Tech-savvy with ability to support customers on mobile/web platforms.
• Willingness to work in shifts.

Responsibilities

• Handle inbound and outbound customer interactions via calls, email, chat, and digital channels.
• Assist customers with inquiries related to digital payments, wallet services, transactions, and account onboarding.
• Support refunds/disputes and guide customers on fintech products to drive adoption and usage.
• Maintain accurate records of customer interactions in CRM systems.
• Escalate technical or compliance-related issues to relevant internal teams.
• Meet defined KPIs including CSAT, resolution time, quality score, and productivity targets.

Skills

Customer service

CRM systems

Communication

Problem solving

Attention to detail

Multitasking

Adaptability

KYC/AML knowledge

Tech-savvy

Education

Bachelor's degree

Tools

CRM tools

Ticketing systems

Job description

XAD Technologies in Dubai seeks a Customer Service Agent to be the main contact for customers using fintech platforms. You will handle inquiries across digital payments, wallets, and transactions while ensuring regulatory compliance and high customer satisfaction.

The role emphasizes fast-paced support, accurate CRM logging, and collaboration with internal teams to resolve issues and improve customer journeys. Shift work may be required.