Remote Customer Excellence Associate

Summary

Sarwa is seeking a Customer Excellence Associate to provide exceptional support to customers and act as the bridge between operations and customer experience. The position requires excellent communication skills in English and Arabic, comfort with change, quick learning abilities, high attention to detail, multitasking skills, and a BSc/BA in finance or a related field.

Requirements

• An excellent communicator in English and Arabic
• Comfortable with change and constantly find ways to be proactive and get things done on your own
• Pick up things quickly and do what is necessary to learn concepts and tools you are unfamiliar with
• High attention to detail - you always catch mistakes such as typos, no matter how minor
• Able to multitask, prioritize, and manage time effectively
• BSc/BA in finance or a related field

Responsibilities

• Manage large amounts of tickets via incoming phone calls, live chat, and emails
• Escalate and route client concerns to the appropriate team, and follow up to ensure they are solved
• Assist clients in operational tasks such as account openings
• Strategically think about and provide improvements to enhance operational efficiency
• Act as the internal voice of the customer, and vocalize customer pain points
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Take the extra mile to engage customers and achieve world-class customer satisfaction ratings

Benefits

• Remote and flexible work environment
• Diverse, driven and supportive team with a positive work atmosphere (one of our core values)
• Market-competitive salaries
• A culture of growth - being mentored, coached and supported to grow in your career
• Great company healthcare package with dental and optical coverage
• Learning and development budget
• Equity plan for all employees