Your role as a Customer Support Agent is to provide comprehensive support to users of our platform. You will also be assisting users, verifying accounts, resolving transaction-related issues, addressing billing inquiries, offering education on platform usage, and collecting user feedback to improve our services.

Bachelor’s degree in business administration, or a related field. 3+ years of experience in a user support or customer service role in a financial services or banking sector. Professional proficiency in Arabic and English required. French is a plus. Understanding of security and privacy best practices. Strong problem-solving skills. Ability to work effectively in a team and collaborate with other departments. Excellent multitasking and time management skills. High attention to detail and a strong commitment to user satisfaction. Exceptional interpersonal skills, written and verbal communication. Enthusiastic team player with a strong drive to create positive and dynamic work environment.

Customer Support & User Assistance Provide high-quality assistance to users through various channels (email, live chat, phone, and social media), helping them navigate the platform and explore services. Address user inquiries related to transactions, billing, disputes, and payment-related issues, ensuring accurate and secure handling. Verify user identities and assist with account recovery processes to maintain account security. Resolve customer complaints and ensure satisfaction through proactive communication and timely follow-up. Escalate complex or technical issues to relevant teams and collaborate cross-functionally (product, fraud prevention, compliance) to resolve concerns and improve the user experience. Educate users on the effective use of platform features, especially digital wallet tools, payment configurations, and best security practices. Collect and relay user feedback and suggestions to the product development team for continuous improvement. Knowledge Management & Communication Share knowledge and provide support to team members on operational and customer service procedures. Operational Support & Continuous Improvement Perform daily operational transactions accurately and efficiently. Provide actionable insights and recommendations to management to optimize workflows and enhance team performance.

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