Customer Care Associate

Zeal

مصر
دائم
دوام كامل

قبل 8 أيام

About Zeal:Zeal is addressing the critical challenge of untapped transactional data. At the moment, whenever a transaction is processed on a POS terminal (payment card machine), physical retailers have no idea who the paying customer is, unless they use a loyalty program. Think of when you go to a supermarket and you pay by card, unless you go to a supermarket that has a loyalty program and you get your loyalty card out, the POS terminal doesn't tell the retailer if you're a new or returning customer, demographics, gender, etc. Unlike e-ecommerce, in physical retail customer identification always had to be a separate step because the payment terminal is not built to self-identify the paying customer. Hence, a plethora of valuable data is lost or underutilized. With Zeal's advanced Smart POS plugin, the company integrates with POS terminals globally to provide payment acquirers and ISVs with a unique differentiator for their POS terminals. The merchants of our partners benefit from world-class data, analytics & tools to predict consumer behavior using Artificial Intelligence, enabling merchants to unlock the full potential of transactional data.Role OverviewWe're looking for a proactive and empathetic Customer Care Associate to join our support team. You'll be on the frontline of merchant and customer interactions, ensuring timely, accurate, and high-quality support across live chat, email, and other channels. In this role, you'll troubleshoot basic technical issues, guide merchants through onboarding and account setup, and provide exceptional service that builds trust and loyalty. You'll also play a key role in sharing feedback with internal teams to improve our products and processes.Key ResponsibilitiesCustomer Support & Issue Resolution

Respond promptly to inquiries via chat, email, and assigned channels.
Understand customer needs and provide accurate and complete information.
Troubleshoot basic technical issues and guide users through solutions.
Escalate complex cases to internal teams, maintaining ownership until resolution.
Maintain professional, empathetic communication to ensure positive customer experiences.

Merchant Support & Onboarding

Assist merchants with onboarding, account setup, and platform usage.
Guide merchants on policies, procedures, and best practices.
Handle requests such as billing inquiries, account changes, and product listings.
Identify upselling or cross-selling opportunities when relevant.

Quality & Process Adherence

Adhere to SLAs for response and resolution times.
Maintain high standards in written communication (clarity, tone, accuracy).
Follow internal scripts, workflows, and templates while adapting to customer needs.
Document customer interactions accurately in the CRM system.

Collaboration & Feedback

Coordinate with support agents, team leads, and cross-functional teams to resolve cases.
Share feedback with product and operations teams about recurring issues and customer needs.
Assist in testing new features, providing user experience insights.
Report trends and common issues to management for process improvement.

Continuous Improvement

Stay updated on product features, policy changes, and company updates.
Support onboarding and training of new team members when needed.
Adapt quickly to new tools, processes, and product features.
Contribute to improving NPS and CSAT scores through excellent service delivery.

The Ideal Candidate Should Have:

1–2 years of experience in customer support or similar roles.
Clear written communication for fast, professional, and empathetic responses.
Strong active listening and tone adaptability.
Empathy and patience in handling frustrated customers.
Problem-solving mindset with ability to focus on solutions.
Ability to handle multiple conversations simultaneously.
Strong prioritization skills to meet SLAs and daily/weekly targets.
English and Arabic fluency is required.

Nice to Haves:

Familiarity with Google Workspace (Docs, Sheets, Slides).
Data analysis or reporting skills.
Presentation skills and multitasking ability.
Additional languages.
High emotional intelligence.

What You'll Love About Us:

Work from Anywhere: Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort.
Competitive Compensation: We value your talent and offer packages that reflect it.
Collaborative Culture: Join a team where trust, transparency, and continuous learning are at the heart of everything we do.
Make an Impact: Have ideas to make things better? Awesome. We're all ears and ready to innovate.
Shape the Future of Fintech: Work on cutting-edge fintech solutions that impact thousands of users.

Zeal

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