Customer Service Clerk
Istinara -
Heliopolis, CairoJob Details
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Job Description
Job Summary
The Customer Service Clerk in a fintech company provides frontline support to customers utilizing the company’s financial technology offerings, such as digital wallets, payment platforms, The clerk addresses inquiries, resolves issues related to transactions or account management, and ensures a smooth and positive user experience. This role requires professionalism, empathy, and the ability to handle both routine and complex customer queries efficiently.
Key Responsibilities
- Customer Support: Respond to customer inquiries through various channels (phone, email, chat, or social media) about fintech products and services, including account setup, transaction processes, fees, and security features.
- Issue Resolution: Troubleshoot and resolve problems such as technical glitches, transaction errors, or account access issues, escalating complex cases to senior staff or technical teams as needed.
- Account Management Assistance: Assist customers with tasks like account creation, verification, password resets, and updating personal details, while adhering to security and privacy protocols.
- Transaction Support: Help with transaction-related queries, such as payment failures, refunds, disputes, or explaining transaction histories and statuses clearly.
- Product Knowledge: Stay informed about the company’s fintech products, including updates and promotions, and educate customers on their effective and secure use.
- Feedback Collection: Collect customer feedback about their platform experience and share it with relevant teams for improvements.
- Compliance and Security: Follow data protection policies and industry regulations (e.g., GDPR, PCI DSS), verify customer identities, and maintain confidentiality during interactions.
- Documentation: Record customer interactions, issues, and resolutions accurately in the company’s CRM system for tracking and quality assurance.
Job Requirements
Required Skills and Qualifications
- Communication Skills: Excellent verbal and written skills to explain complex financial or technical concepts in simple, customer-friendly terms.
- Problem-Solving: Strong analytical and troubleshooting abilities to resolve customer issues quickly and effectively.
- Customer Empathy: Patience and professionalism in handling complaints, ensuring a positive experience even in difficult situations.
- Technical Proficiency: Basic knowledge of fintech products (e.g., digital wallets, payment systems, banking apps) and the ability to troubleshoot platform-related issues.
- Attention to Detail: Precision in managing customer data, transaction details, and compliance tasks.
- Time Management: Ability to handle multiple inquiries efficiently while meeting response time goals.
- Team Collaboration: Work effectively with other departments, such as technical support or compliance, to address customer needs.
- Education: diploma or equivalent required; a bachelor’s degree in business, finance, or a related field is preferred.
- Experience: Prior customer service experience, ideally in fintech, banking, or technology sectors, is a plus.
