Customer Experience Advocate

6 days ago


Dubai, Dubai, United Arab Emirates geidea Full time

At Geidea, we are committed to empowering customer-focused empowerment and commercial success through continuous innovation.

We make best-in-class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market.

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking.

Job Purpose:

The purpose of this role is to act as the owner of the customer experience within Geidea's sales function in the UAE. A Customer Success Executive is responsible for the customer success journey from start to finish.

Key Accountabilities and Decision Ownership:
  • Work as an advocate for Geidea through educating customers on products and ensuring full understanding of customer journey and processes.
  • Analyse and resolve customers' issues and try to retain them through closing the tickets submitted through different channels.
  • Retain inactive clients after installation and convert potential customers to active customers before installation.
  • Collaborate with other departments to set a unified tone of voice across Geidea by creating scripts, SMS content, providing training sessions, etc.
  • Manage face-to-face complaints in Geidea's premises.
  • Upsell and cross-sell products according to customers' needs.
  • Process waiving cancellation fees according to Geidea's internal rules, when applicable.
  • Participate in setting up customer experience standards for new projects.
Must Have Technical / Professional Qualifications:
  • 2-3 years' experience as customer service or customer success is preferred.
  • Banking or Fin-tech experience is preferred.


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