Digital Customer Support Operator

Role Summary

The Digital Support Operator is responsible for managing customer interactions across LiveChat and WhatsApp channels, assisting users through the loan application process, resolving issues, escalating complex cases, and maintaining high standards of communication, accuracy, and compliance.
This role directly impacts application completion and customer satisfaction by providing timely, clear, and compliant assistance.

Key Responsibilities:

Digital Channel Management

• Respond promptly, professionally, and helpfully to customer inquiries via LiveChat and WhatsApp.
• Assist applicants with form completion, document upload issues, technical problems, and general loan product questions.
• Identify customer obstacles within the application process and provide real-time support to improve progression.

Chatbot Flow and Automation

• Optimize and maintain the Chatbot Flow for both LiveChat and WhatsApp, ensuring the bot effectively handles common application questions, technical support, and FAQs.

Issue Resolution & Escalation

• Troubleshoot common technical or process-related issues using the internal knowledge base.
• Escalate complex or high-risk cases to the Head of Support or relevant internal teams (Tech/Product/Compliance) with clear case notes.
• Track recurring issues and report patterns to management.
• Collaborate closely with the CPO to incorporate customer feedback and digital engagement data into product improvements.

Compliance and Data Handling

• Handle all customer data strictly in accordance with PDPL and internal security protocols.
• Ensure no unauthorized data collection, storage, or sharing occurs.
• Use compliant communication language that emphasizes the aggregator’s role as a non-lending entity.

Communication Quality & Standards

• Follow approved scripts, communication guidelines, tone-of-voice rules, and escalation procedures.
• Maintain high accuracy in the information provided to customers.
• Ensure all chats are properly logged and categorized in CRM tools.

Requirements

• Languages: Native Arabic and Fluent English (written and spoken).
• Experience 1-2 years of experience in customer support, preferably in digital channels (LiveChat, WhatsApp for Business).
• Experience in financial services, fintech, telecom, or digital platforms is advantageous.
• Strong bilingual communication skills in Arabic and English.
• Basic understanding of application funnels, technical troubleshooting, and customer journey flows.
• Familiarity with CRM systems, chat platforms, and ticketing tools.
• High attention to detail and ability to follow procedures accurately.
• Ability to multitask and manage several chats simultaneously.