<\/div>
Key Responsibilities:<\/span><\/b>
<\/p>- Lead and\n supervise a team of customer service representatives, providing coaching,\n training, and performance feedback.<\/span>
<\/li>- Oversee the\n daily operations of the support function, ensuring timely and professional\n handling of all customer inquiries and escalations.<\/span>
<\/li>- Develop and\n implement customer service strategies and procedures to improve customer\n satisfaction and service quality.<\/span>
<\/li>- Monitor,\n analyse, and report on key performance metrics, ensuring team goals and\n service level agreements are consistently met.<\/span>
<\/li>- Maintain\n accurate records of customer interactions, feedback, issues, and\n resolutions through CRM or ticketing systems.<\/span>
<\/li>- Collaborate\n cross\-functionally with internal teams (e.g., product, marketing, finance,\n compliance, technical) to resolve customer issues efficiently.<\/span>
<\/li>- Identify\n opportunities for process improvement, automation, or training, and\n provide insights to management for service enhancements.<\/span>
<\/li>- Manage\n sensitive or high\-risk cases, ensuring appropriate escalation and\n maintaining the company's professional image and reputation.<\/span>
<\/li>- Stay updated\n on product changes, policies, and compliance requirements that may affect\n customer interactions.<\/span>
<\/li><\/ul>Qualifications & Experience:<\/span><\/b>
<\/p>- Bachelor\u2019s\n degree in business administration, Communications, or a related field.<\/span>
<\/li>- Minimum 5 years of experience in customer support or service delivery, including 3+\n years in a supervisory or managerial role.<\/span>
<\/li>- Experience\n with customer service tools and CRMs.<\/span>
<\/li>- Background in\n fintech, trading, or regulated industries is a must.<\/span>
<\/li><\/ul>Skills & Competencies:<\/span><\/b>
<\/p>- Strong\n leadership and people management skills.<\/span>
<\/li>- Excellent\n problem\-solving and conflict resolution abilities.<\/span>
<\/li>- Excellent understanding of trading\n products and tech\-savvy mindset.<\/span>
<\/li>- Strong expertise in trading\n products combined with a high level of technical proficiency.<\/span>
<\/li>- Experience with tools such as Freshchat, Jira and ComplyCube.<\/span>
<\/li>- High level of\n emotional intelligence and customer empathy.<\/span>
<\/li>- Strong\n analytical and reporting skills, with attention to detail.<\/span>
<\/li>- Ability to\n work under pressure in a fast\-paced environment.<\/span>
<\/li>- Excellent\n written and verbal communication skills in English (Arabic is a plus).<\/span>
<\/li><\/ul>What We Offer:<\/b>
<\/p>- Dynamic exciting work environment<\/span>
<\/span><\/li>- Attractive salary<\/span>
<\/span><\/li>- Opportunity to work with the fastest growing fintech brand in the MENA region<\/span>
<\/span><\/li><\/ul>
<\/div><\/span>
