Customer Service Agent - Fintech Solutions/Digital Payments App
XAD Technologies View all jobs
- Dubai
- Permanent
- Full-time
- Handle inbound and outbound customer interactions via calls, email, chat, and digital channels
- Assist customers with inquiries related to:
- Digital payments
- Wallet services
- Transactions
- Account onboarding
- KYC processes
- Refunds / disputes
- System navigation
- Resolve customer complaints efficiently within defined SLAs
- Escalate technical or compliance-related issues to relevant internal teams
- Provide guidance on fintech products and services to drive adoption and usage
- Maintain accurate records of customer interactions in CRM systems
- Support fraud prevention by identifying suspicious activities and reporting them promptly
- Ensure adherence to regulatory requirements and data privacy policies
- Contribute to improving customer journeys by sharing feedback and insights
- Meet defined KPIs including CSAT, resolution time, quality score, and productivity targets
- Bachelors degree in Business, Finance, IT, or related field
- 1–3 years of experience in Customer Service (preferably in Fintech, Banking, or Digital Payments)
- Strong understanding of digital financial products and customer service practices
- Familiarity with CRM systems and ticketing tools
- Excellent communication and problem-solving skills
- Ability to handle high-volume customer interactions in a fast-paced environment
- Knowledge of KYC, AML, and basic financial compliance principles is an advantage
- Tech-savvy with ability to support customers on mobile/web platforms
- Willingness to work in shifts
- Customer-centric mindset
- Attention to detail
- Conflict resolution skills
- Multitasking ability
- Analytical thinking
- Adaptability in a digital environment
- Customer Satisfaction Score (CSAT)
- First Contact Resolution (FCR)
- Average Handling Time (AHT)
- Compliance adherence
- Quality Assurance Score