Customer Service Officer

6 days ago

Riyadh, Saudi Arabia Paytabs Full time

**Position Overview**: As a Customer Service Specialist Lead at our dynamic FinTech company, you will play a pivotal role in ensuring exceptional customer experiences and fostering a culture of excellence, efficiency, and customer focus. Your expertise in understanding payments and payment methods will be crucial to maintaining strong relationships with our customers, answering their inquiries, and enhancing our reputation as a leader in the FinTech industry.

Basic tasks:

- **Customer relationship management**:
Follow up and understand the resolution of complex customer problems or complaints, ensuring satisfactory and timely solutions.

Collaborate with the team to handle escalated situations, demonstrating compassion and professionalism while upholding company policies.

Monitor and analyze customer interactions to identify trends, improvement opportunities, and areas of concern.
- **Process improvement**:
Continuously evaluate and improve customer care processes to enhance efficiency and effectiveness.

Implement best practices and innovative solutions to streamline workflow and improve the customer care journey.

Collaborate with cross-functional teams to improve product offerings and customer communication based on customer feedback.
- **Reports and Analytics**:
Collect, analyze, and report on key performance metrics, such as response times, customer satisfaction scores, and problem resolution rates.

Use data insights to identify areas for improvement and drive data-driven decision-making within the team.
- **Communication and collaboration**:
Foster strong communication channels with other departments, such as product, sales, and technical support, to ensure compliance and effective problem resolution.

Collaborate with stakeholders to implement customer-focused strategies and initiatives.
- **Understanding payments and payment methods**:
Possess a deep understanding of payment products, fintech, services, industry trends, and different payment methods.

Leverage your experience to guide the team in handling customer inquiries and payment-related issues.

Help identify opportunities to enhance payment processes and methods to improve customer satisfaction.
- **Quality guarantee**:
Ensure consistent adherence to company policies, procedures, and service quality standards.

Conduct regular quality checks of customer interactions, providing feedback and guidance to team members.
- **Crisis management**:
Act as the point of contact for customer service crisis management, taking quick action to minimize the impact and maintain customer confidence.

Qualifications and skills:
Bachelor's degree in business, finance, communications, or a related field (or equivalent experience)

Proven experience in a customer care role, with a minimum of 2 years’ experience

Strong understanding of FinTech products and services, industry trends, and payment processes.

Excellent communication, interpersonal, and problem-solving skills.

Proficiency in using customer relationship management (CRM) software and other related tools

A data-driven mindset means being able to interpret data and use it to improve the process.

Ability to remain calm under pressure, navigate difficult situations, and make informed decisions.

Strong organizational skills and attention to detail.

I believe that adding new members to our team will contribute significantly to achieving our department's goals and objectives. I appreciate your interest in this matter and look forward to prompt action.

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