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Customer Support Representative

2 months ago

Sharjah, Sharjah, United Arab Emirates Wahed Inc. Full time

About Wahed Inc.

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 that will take our customer delivery to new levels. We can promise you a digital-first and truly international culture, as well as a fascinating immersion into the world of FinTech and Islamic finance.

Job Brief:

The Client Support Agent will be responsible for ensuring that all clients receive the support and attention they require, while also proactively finding new ways to improve our processes. This will not be a typical client support role. Although responding to live chats, support emails, and calls will be a vital part, the candidate will also need to show creativity to come up with solutions that enable us to reach our end goal in less time, which is to onboard clients in a seamless manner.

Key Responsibilities:
  • First point of contact for our clients on live chats, calls, and support emails
  • Ensures that all communication is compliant with financial regulations. This is absolutely top priority
  • Comfortable in taking full ownership of client experience and support
  • Candidates will be trained to be able to provide the necessary support to clients without breaching any regulatory restrictions. The candidate must always follow best practices
  • Responsible for managing client complaints and responding to client inquiries by coordinating with the different teams and area owners (operations, product, marketing, etc)
  • Ensures that open tickets are closed within the approved SLAs
  • Proactively finds new ways to improve efficiency and overall processes
  • Provides regular updates and reports to management on performance
  • Ability to multitask and meet tight deadlines
  • Excellent English writing and speaking skills
Requirements:
  • Excellent English writing and speaking skills
  • 2-4 years of work experience preferably in customer services
  • Available to work evenings and weekends as per the schedule/shift rotation
  • Previous experience in CRM systems like Zendesk is a plus