Customer Service Agent

Job Description:

Position: Customer Service Agent
Employment Type: Full-time
Shifts: Rotational (Day :7am-4pm& Night: 4pm-1am)
Week-offs: Rotational
Department: Customer Support

About Us

Tamanna BNPL LLC is a fast-growing Buy Now, Pay Later (BNPL) company preparing for our official launch. Our mission is to provide customers with seamless and flexible payment solutions that make shopping easier and more accessible. As we enter the launch phase, we are building a strong customer service team to deliver exceptional support and create positive customer experiences from day one.

Role Overview

As a Customer Service Agent, you will be the first point of contact for our customers. Your role is to provide prompt, accurate, and friendly assistance through calls, chats, and emails. You will help users understand how our BNPL services work, resolve account or payment concerns, and ensure smooth customer interactions during our high-volume launch period.

This is an excellent opportunity for individuals who are customer-focused, adaptable, and excited to be part of a dynamic fintech environment.

Key Responsibilities

• Handle inbound customer inquiries via phone, chat, and email.
• Assist customers with account setup, payment issues, transaction clarifications, and product-related questions.
• Provide clear and accurate information about BNPL services, policies, and processes.
• Resolve customer concerns professionally, efficiently, and with empathy.
• Log and update customer interactions in the CRM system.
• Escalate complex issues to the appropriate teams when necessary.
• Maintain performance metrics including quality, response time, and customer satisfaction.
• Work efficiently during high call/chat volumes, especially during the launch phase.
• Follow company procedures, compliance guidelines, and service standards.
• Support team and management with additional tasks as needed.

Requirements

• Ability to stay calm, patient, and professional under pressure.
• 1+ years of experience in Customer Service (experience in Banking, Fintech, or E-commerce is a strong advantage but not mandatory).
• Excellent verbal and written communication skills, with the ability to de-escalate tense situations calmly and professionally.
• Basic computer and typing skills (40+ WPM preferred); familiarity with CRM or ticketing tools is a plus.
• Flexible to work rotational shifts, including days, nights, weekends, and rotational weekly offs to support operations.
• Strong problem-solving mindset, patience, and willingness to learn.
• Ability to work in a fast-paced startup environment and handle pressure effectively

Preferred Skills

• Experience in fintech, banking, or BNPL services (optional).
• Multitasking and time management abilities.
• Strong attention to detail and accuracy.
• Customer-oriented attitude with a focus on delivering great service.
• Candidates with a strong command of both English and Arabic are highly preferred, as this will greatly support our growing and diverse customer base.

What We Offer

• Comprehensive training before launch.
• Opportunity to grow in a rapidly expanding fintech startup.
• Supportive team environment.
• Competitive salary and incentives.

Job Type: Full-time

Pay: QAR3,500.00 - QAR4,000.00 per month