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Job Description: Customer Experience Specialist (Fintech)Location: Maadi, CairoWork Conditions:Work Schedule: Rotational shifts between 10:00 AM and 12:00 AM (two shifts: "Morning 10-6" and "Night 4-12"). Night shifts may involve working from home.Days Off: Rotational.Work Environment: Hybrid mode (combining office and potentially remote work).Weekend and Holiday Work: Required.RTS: This likely refers to "Ready to Start" or a similar internal designation.Dress Code: Presentable and Class A.Preference: Maadi resident or living in a nearby area is preferred, but not mandatory.Responsibilities:Promptly resolve customer tickets and answer chat inquiries within agreed-upon Service Level Agreements (SLAs).Identify situations requiring additional support and proactively initiate calls to customers to mitigate frustration and solve issues.Execute cold calls to gather customer feedback through surveys, aiding in the improvement of our services and customer experience.Collaborate with various departments to follow up and confirm the resolution of customer issues, ensuring a seamless customer experience.Maintain an extensive knowledge base of our products, services, and policies to provide accurate support.Work alongside the customer service team to identify trends, report on service metrics, and recommend process improvements.Engage in continuous learning opportunities to keep abreast of best practices in customer service and technology.Uphold stringent data protection and confidentiality standards when handling customer information.Proactively communicate with customers who face errors in the app.Handle customer support via chat, outbound calls, and emails.Qualifications:Bachelors degree in Business, Languages, Marketing, Finance, or a related field.0 to 1 year of experience in customer support or a relevant position.Flexible with rotational shifts and days OFF.Proven experience in customer service, or a similar role within a fintech or technology startup (a plus).Strong analytical, problem-solving, and communication skills.Excellent communication and interpersonal skills, with the ability to present information to stakeholders.Ability to work independently and as part of a team in a fast-paced, dynamic environment.Strong organizational skills and attention to detail.Passion for fintech and innovation and ability to work under tight deadlines.Comfortable making decisions and having the ability to think without much direction.Must be able to see the business from the customers perspective and advocate for improvements that enhance their experience.Possess a blend of technical skills, interpersonal abilities, and industry knowledge to effectively manage and enhance the customer experience across all touchpoints. #J-18808-Ljbffr