Junior Customer Excellence Associate

Sarwa Digital Wealth Limited; Abu Dhabi; Remote; AED 120,000 - 200,000; Full time

Job summary

A fintech company is seeking a Junior Customer Excellence Associate to deliver exceptional service to clients and help set the standard for customer service in the region. The role demands strong communication skills, experience in a client-facing environment, and the ability to manage client inquiries effectively. This remote position offers flexibility in working hours and opportunities for growth in a supportive team. Benefits include a positive work atmosphere and comprehensive healthcare coverage.

Benefits

Remote-first and flexible work environment

Diverse and supportive team

Mentoring and growth opportunities

Healthcare package

Learning and development budget

Qualifications

• 1-2 years of experience in a client-facing role.
• Quick learner who is proactive.
• Comfortable with change and flexible in working hours.

Responsibilities

• Manage large amounts of tickets via WhatsApp, email, and phone calls.
• Escalate and route client concerns to appropriate teams.
• Assist clients with operational and troubleshooting tasks.

Skills

Excellent communication skills in English and either Arabic, Urdu, or Hindi

Adaptability to change

Attention to detail

Ability to multitask and prioritize effectively

Education

Bachelor's degree

Job description

Job Title: Junior Customer Excellence Associate (Full Time)

Location: Remote

Department: Customer Excellence

In 2017, our founders started Sarwa due to a lack of financial services offered to most of the world, and out of a need to help empower people in the region to invest in their financial future. Sarwa is poised to continue growing into the go-to platform for people to grow their wealth.

We do this through expert, affordable and easy investing. We're a small team working on the region's first and fastest growing investment and personal finance platform, making investing easy, low-cost and transparent, with a human touch woven into every step of the process.

We are a remote-first team. Where you choose to work is up to you — we have an office in Abu Dhabi that you can utilize as often or little as you'd like.

We are seeking a Junior Customer Excellence Associate to deliver exceptional customer service to Sarwa clients and potential clients, promote our brand and values, and help Sarwa set the standard for customer service in the region.

At Sarwa, we prioritize people and customer satisfaction. As a Junior Customer Excellence Associate, you will be the primary point of contact for our clients, representing the company to them. We are a fintech company, in a region where people lack trust in the financial system, it's key to offer a service that enables trust.

In this role, you will be responsible for identifying and resolving any issues or areas for improvement in order to ensure the best possible customer experience.

Shift schedule: (5 days per week, 8 working hours/day)

During onboarding/training: Monday-Friday (full-time)

After onboarding: One of the below shifts will be assigned

• Saturday to Wednesday (9am to 6pm UAE Time) OR
• Saturday to Wednesday (12pm - 9pm UAE Time) OR
• Monday to Friday (4pm to 1am UAE Time)

Who you are

• An excellent communicator in English and either Arabic, Urdu, or Hindi
• You have a Bachelor’s degree
• 1-2 years of experience in client-facing role
• You love to talk to people and understand the value of good communication skills.
• You're comfortable with change and constantly find ways to be proactive and get things done on your own.
• You pick up things quickly and do what is necessary to learn concepts and tools you are unfamiliar with.
• You are flexible in terms of working hours and can adapt to different schedules should the need arise
• High attention to detail - you always catch mistakes such as typos, no matter how minor
• You can multitask, prioritize, and manage time effectively

What you'll do

• Manage large amounts of tickets via incoming WhatsApp, email, and phone calls.
• Escalate and route client concerns to the appropriate team, and follow up to ensure they are solved.
• Assist clients in operational and troubleshooting tasks.
• Act as the internal voice of the customer, and vocalize customer pain points.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Take the extra mile to engage customers and achieve world-class customer satisfaction ratings.
• Ensure that the work undertaken complies with regulatory guidelines issued by the compliance department.

Some of our benefits

• Remote-first and flexible work environment
• Diverse, driven and supportive team with a positive work atmosphere (one of our core values)
• A culture of growth - being mentored, coached and supported to grow in your career
• Great company healthcare package
• Learning and development budgetNo fees on Sarwa's products