Customer Support Agent (Arabic Speaker) – Rotating Shifts (Office & Remote)

Location: Istanbul (Office near Vadi Istanbul AVM)
Starting Salary: 1100 USD/month
Work Model: Rotating shifts – 1 week office / 1 week work from home
Shifts: Day & Night shifts

Position Summary:

We are looking for a dynamic and customer-focused Customer Support Agent to join our team in Istanbul. You will be the first point of contact for our customers, providing professional support and ensuring a smooth experience with our payment services.

Key Responsibilities:

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Provide accurate information regarding company products, services, and payment processes.
• Assist customers with account setup, transaction issues, payment inquiries, refunds, and troubleshooting.
• Investigate and resolve customer issues, escalating complex cases to the appropriate departments when needed.
• Stay up to date on product knowledge, service features, and internal policies.
• Log customer interactions and resolutions accurately in the system.
• Collaborate with internal departments such as Compliance, Risk, Technical Support, Product, and Finance to resolve customer concerns.
• Ensure compliance with company guidelines and regulatory standards.
• Meet or exceed individual and team performance targets (e.g., response time, resolution rate, customer satisfaction).

Requirements:

• Native Arabic and fluent English (both written and spoken)
• 1–2 years in customer support, preferably in fintech, financial services, or a payment service provider environment
• Strong verbal and written communication
• Excellent problem-solving and attention to detail
• Customer-oriented mindset with the ability to stay calm under pressure

Availability: Willingness to work in shifts, including weekends and holidays as required

Job Type: Full-time