Customer Support Agent

OverviewAbout Wahed: The global financial system wasn't built for everyone. For millions of people, its reliance on interest (riba) creates a barrier to managing money and building wealth without compromising their values.At Wahed, we're changing that. We are a global fintech company on a mission to build a new financial system—one that is ethical, accessible, and entirely interest-free. From our offices across the globe, our team is building products that were once deemed impossible. If you're driven to solve complex problems and believe finance should empower, not exclude, join us in building a more equitable financial future.Job Brief: The Client Support Agent will be responsible for ensuring that all clients receive the support and attention they require, while also proactively finding new ways to improve our processes. This will not be a typical client support role. Although responding to LiveChat, support emails and calls will be a vital part, the candidate will also need to show creativity to come up with solutions that enable us to reach our end goal in less time, which is to onboard clients in a seamless manner.Job DescriptionFirst point of contact for our clients on live chats, calls and support emailsEnsures that all communication is compliant with financial regulations. This is absolutely top priorityComfortable in taking full ownership of client experience and supportCandidates will be trained to be able to provide the necessary support to clients without breaching any regulatory restrictions. The candidate must always follow best practicesResponsible for managing client complaints and responding to client inquiries by coordinating with the different teams and area owners (operations, product, marketing etc)Ensures that open tickets are closed within the approved SLA’sProactively find new ways to improve efficiency and overall processesProvide regular updates and reports to management on performanceAbility to multitask and meet tight deadlinesJob SpecificationExcellent English writing and speaking skills2-4 years of work experience preferably in Customer servicesAvailable to work evenings and weekends as per the schedule/shift rotationPrevious experience in CRM systems like Zendesk is a plus#J-18808-Ljbffr