Customer Service Specialist

We are a fast-growing fintech based in Dubai, transforming how people invest. As part of our commitment to delivering exceptional customer experiences, we are seeking a high-achieving and bilingual Customer Service Manager to lead our customer support team.

Key Responsibilities

Team Leadership:

• Lead, coach, and inspire a high-performing, multilingual customer service team to deliver exceptional support.
• Set clear performance objectives and foster a culture of accountability and continuous improvement.

Customer Satisfaction:

• Develop and implement strategies to enhance customer satisfaction and retention.
• Serve as an escalation point for complex customer issues, ensuring prompt and effective resolution.

Process Optimization:

• Analyze and improve customer service workflows to boost efficiency and effectiveness.
• Implement tools and technologies to enhance service delivery and measure performance through KPIs.

Multilingual Service Excellence:

• Ensure all customer communications, across multiple languages, reflect our brand values and commitment to excellence.
• Utilize your bilingual skills to bridge communication gaps and support diverse customer needs.

Data-Driven Decision Making:

• Monitor and analyze customer feedback and service metrics to identify trends and actionable insights.
• Provide regular reports to senior management, highlighting achievements and areas for improvement.

Cross-Functional Collaboration:

• Work closely with Product, Marketing, and Operations teams to advocate for the customer voice in company initiatives.
• Collaborate on the development of customer education materials, FAQs, and other support resources.

Qualifications:

Education:

• Bachelor's degree in Business Administration, Communications, or a related field.

Experience:

• Minimum 3 years of experience in customer service.
• Experience working in investing, banking or related field.
• Proven experience working in high-growth companies, ideally within fintech, banking or technology sector.

Language Skills:

• Fluency in English and Arabic, both spoken and written

Skills & Attributes:

• Experience using Intercom business messaging software.
• Strong leadership, coaching, and team-building skills.
• Exceptional problem-solving and conflict-resolution abilities.
• Customer-focused mindset with a passion for delivering outstanding experiences.
• Data-driven approach to decision-making with proficiency in using CRM and reporting tools.
• Ability to thrive in a fast-paced, multicultural environment.