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If you’re looking for an exciting role where you can hone your analytical ability, business acumen and customer centricity, then look no further, this role is for you.Unlike typical operational or support roles, this role isn’t just about closing tickets and reviewing claims. You will be the front face of Mamo, where you will have the opportunity to provide delightful support to our customers. You will also be a champion for our customers internally, where you will proactively seek to understand needs, show them how they can experience financial inclusion by using our products and finally sharing this feedback with the team to improve overall customer experience.
What you will do [ Customer Support ]
Manage all customer disputes, including investigating and resolving customer complaints and refunds in a timely and effective manner
Review business claims, resolve processing issues, and detect and report suspicious activity to the compliance team
You will interact with customers daily on a variety of channels such as Intercom, phone, email, and social media, and ensure that all customer concerns are being dealt with immediately. Whether it’s a product bug, a payment issue, or just a question for clarification, you would take ownership, and help the customer get the most delightful experience they deserve
Assist customers with problem resolution via support tickets, phone calls and texts
Encourage customers to activate their services once they have come onboard and/or understand any obstacles they need help with
Assist customers with demos on how to use the product
Collect customer feedback and share with the team to help us improve our products and optimize the user experience
Ensure claims are promptly handled in accordance with internal policies and meet internal SLAs
Learn our products inside and out so that you can answer questions and feed back to the team on feature enhancements
Provide feedback on the efficiency of the customer service process, and proactively recommend ways to improve it
Full ownership of the Mamo Help Center, this includes making sure it is kept up to date and reviewed daily
Standardize customer support procedures and policies and document the knowledge
Ensure customer satisfaction and provide professional customer support
Keep up-to-date with industry trends, regulations, and best practices
What we’re looking for
We need a problem solver who is patient and kind, and someone who thrives on making genuine human connections. We don’t need a script follower!
Patience is one of the most crucial skills for this role. Listening is vital and talking too much – neglecting to truly listen to customers prevents a true understanding of their issues
Empathy is necessary for understanding and helping our customers. The ability to understand things from their perspective can prove to be invaluable
Strong command of the English language, both verbal and written, is a must. Arabic is a bonus
Enunciation is key – ensure you speak with clarity and smooth pronunciation to avoid.
You have a genuinely cheerful nature. Positivity in all situations; no-one likes to hear things framed negatively
Flexibility in addressing shifting or competing priorities
You are a collaborator and a team player and bring high energy to work each day
Resourcefulness – you have a get-things-done attitude
You have an innately investigative and curious nature
You have prior experience and interest in finance / payments
You possess proven ability to use multiple tools (technology) creatively during investigations to reach correct conclusions on customer issues
DETAILS TO REGISTER FOR THIS JOB:
https://www.careers.kazamer.com/job/customer-support-specialist/Applied For Many Jobs, But Didn't Get Any Interview Calls? Apply For This Job Using a Branded ATS-compliant CV from Dubai-Forever.Com.
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