Customer Service Officer

Role Purpose:

To provide exceptional customer support to users of the platforms, ensuring timely resolution of inquiries, maintaining high service standards, and enhancing customer satisfaction and trust in the company’s services.

Key Responsibilities:

- Handle customer inquiries through multiple channels (phone, email, chat, in-app support, social media).

- Provide accurate information regarding products, services, transactions, accounts, and platform usage.

- Assist customers with onboarding, account activation, KYC verification, and troubleshooting issues.

- Manage complaints professionally and escalate cases when required in accordance with internal procedures.

- Monitor and track tickets, ensuring timely follow-up and closure in line with SLAs.

- Educate customers on platform features, security awareness, and best practices.

- Coordinate with internal teams (Operations, Compliance, Payments, Tech) to resolve customer cases.

- Maintain detailed and accurate customer records and documentation.

- Contribute feedback to improve processes, customer experience, and product enhancements.

- Ensure compliance with regulatory and company policies, especially AML, data privacy, and security standards.

Qualifications & Experience:

- Diploma or bachelor’s degree in English and translation, Business, or related field (preferred).

- Previous experience in customer service, preferably in FinTech, banking, payments, or financial services.

- Experience working with CRM or ticketing systems.

Skills & Competencies:

- Excellent communication and interpersonal skills.

- Strong problem-solving, patience, and customer-centric mindset.

- Ability to handle sensitive financial information with confidentiality.

- Good understanding of digital platforms, financial technology, payments, wallets, or investment platforms.

- Multitasking ability and strong attention to detail.

- Ability to work in a fast-paced and regulated environment.

- Fluency in English (and Arabic if applicable).

- Salary range is 6000-8000 SAR biased on the experience.