Customer Service Agent - Fintech Solutions/Digital Payments App

About the Role

The Customer Service Agent will serve as the primary point of contact for customers using the companys fintech platforms and digital financial services. The role is responsible for delivering seamless customer support across payment solutions, wallets, transactions, and digital financial products while ensuring compliance with regulatory and service standards.

This position plays a critical role in enhancing customer experience, maintaining trust, and supporting operational efficiency in a fast-paced, technology-driven financial ecosystem.

Compensation and Benefits: 4,500 AED salary along with company provided visa and health insurance

Key Responsibilities

• 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

Requirements

• 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

Key Competencies

• Customer-centric mindset
• Attention to detail
• Conflict resolution skills
• Multitasking ability
• Analytical thinking
• Adaptability in a digital environment

Success Metrics

• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Average Handling Time (AHT)
• Compliance adherence
• Quality Assurance Score