Customer Support Agent

3 weeks ago


sharjah, United Arab Emirates Wahed Inc. Full time
About Wahed: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 trail blazers 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 LiveChat, 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.Job Description:First point of contact for our clients on live chats, calls and support emailsEnsures that all communication is compliant with financial regulations. This is absolutely top priorityComfortable in taking full ownership of client experience and supportCandidates will be trained to be able to provide the necessary support to clients without breaching any regulatory restrictions. The candidate must always follow best practicesResponsible 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 SLA’sProactively find new ways to improve efficiency and overall processesProvide regular updates and reports to management on performanceAbility to multitask and meet tight deadlinesJob Specification:Excellent English writing and speaking skills2-4 years of work experience preferably in Customer servicesAvailable to work evenings and weekends as per the schedule/shift rotationPrevious experience in CRM systems like Zendesk is a plus
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