Customer Support Agent

About Wahed:  The global financial system wasn't built for everyone. For millions of people, its reliance on interest (riba) creates a barrier to managing money and building wealth without compromising their values.   At Wahed, we're changing that. We are a global fintech company on a mission to build a new financial system—one that is ethical, accessible, and entirely interest-free. From our offices across the globe, our team is building products that were once deemed impossible. If you're driven to solve complex problems and believe finance should empower, not exclude, join us in building a more equitable financial future.     Job Brief:  The Client Support Agent will be responsible for ensuring that all clients receive the support and attention they require, while also proactively finding new ways to improve our processes. This will not be a typical client support role. Although responding to LiveChat, support emails and calls will be a vital part, the candidate will also need to show creativity to come up with solutions that enable us to reach our end goal in less time, which is to onboard clients in a seamless manner.

Job Description:

• First point of contact for our clients on live chats, calls and support emails

• Ensures that all communication is compliant with financial regulations. This is absolutely top priority

• Comfortable in taking full ownership of client experience and support

• Candidates will be trained to be able to provide the necessary support to clients without breaching any regulatory restrictions. The candidate must always follow best practices

• Responsible for managing client complaints and responding to client inquiries by coordinating with the different teams and area owners (operations, product, marketing etc)

• Ensures that open tickets are closed within the approved SLA’s

• Proactively find new ways to improve efficiency and overall processes

• Provide regular updates and reports to management on performance

• Ability to multitask and meet tight deadlines Job Specification:

• Excellent English writing and speaking skills

• 2-4 years of work experience preferably in Customer services

• Available to work evenings and weekends as per the schedule/shift rotation

• Previous experience in CRM systems like Zendesk is a plus