[ref. v2168220] Customer Support Representative

Job Description

Job description

Industry: Fintech / Digital Banking

Location: [Dubai, UAE] Type: Full-Time Function: Customer Operations

About the Role

Were hiring a Customer Support Representative to deliver world-class, compliant support across voice, chat, email, and social channels. This role blends empathy with disciplined process execution in a regulated fintech environmentcovering account support, payments and transactions, and KYC/AML guidance with precise documentation.

• Required: English, Malayalam, Hindi (business fluency)
• Preferred/Advantage: Urdu, Tamil

• Frontline Support: Handle inbound queries via phone, live chat, email, and social (including WhatsApp) with accurate, empathetic responses and strong first-contact resolution.
• Account & Transactions: Assist with onboarding, balances, billings, refunds, and payment flows; explain steps clearly and set realistic expectations.
• KYC/Compliance Guidance: Walk customers through eKYC, document capture, and verification stages; escalate edge cases per SOP; maintain strict adherence to AML, sanctions/PEP, and privacy standards.
• Case Management: Log every interaction in CRM (e.g., Zendesk/Salesforce) with structured notes, tags, and dispositions; follow up until closure.
• Quality & Governance: Meet defined SLAs, CSAT, and QA benchmarks; follow call/chat handling frameworks; protect customer data per company policy and applicable laws.
• Proactive Education: Promote features, promotions, and product updates; identify and document recurring issues for product/ops teams.
• Collaboration: Partner with Risk/Compliance on reviews; share insights with Product, Engineering, and Marketing to reduce contact drivers and improve UX.

• Education: Bachelors in Business, Finance, Communications, or related field.
• Experience: 23 years in a high-volume customer support environment (fintech, banking, payments, or e-commerce preferred).
• Technical/Tools: CRM proficiency (Zendesk/Salesforce); comfort with mobile/digital banking flows; basic ticket taxonomy and macros; familiarity with KYC/eKYC, PEP/sanctions screening concepts.
• Core Competencies:
• Clear, concise communication (spoken and written) across multiple languages listed above
• High empathy with professional tone control under pressure
• Structured troubleshooting and strong attention to detail
• Time management, multitasking, and ownership to resolution
• Data discipline (accurate notes, tags, attachments) and confidentiality
• Work Pattern: Ability to work rotational shifts including some evenings/weekends as needed (no 24/7 requirement).
• Integrity: Clean legal record; NDA and confidentiality compliance mandatory.

• Experience supporting users on WhatsApp, Facebook/Insta and app-store review responses
• Knowledge of chargebacks, refunds to source, and reconciliation basics
• Exposure to Customer.io or similar engagement tools
• Familiarity with GCC market customer expectations

• SLA Adherence: 90% within defined response/resolution targets
• Quality (QA): 90% on audited interactions (accuracy, compliance, tone)
• CSAT/NPS: Meet or exceed team benchmark (e.g., CSAT 4.6/5)
• Data Hygiene: 100% of cases correctly tagged, summarized, and closed with disposition
• Escalation Quality: Clear, complete escalations with reproducible context and evidence

• Competitive compensation with performance incentives
• Training on fintech compliance, product mastery, and career pathway in Ops/Compliance or Customer Experience
• Inclusive, growth-oriented culture that values precision, accountability, and customer obsession

How to Apply

easy apply via linkedin or Send your CV to [Confidential Information] with the subject: Customer Support Representative [Your Name]. In your email, briefly describe a time you turned a complex customer issue into a positive outcome.