Junior Customer Excellence Associate

Job Title: Junior Customer Excellence Associate (Full Time)

Location: Remote

Department: Customer Excellence 

In 2017, our founders started Sarwa due to a lack of financial services offered to most of the world, and out of a need to help empower people in the region to invest in their financial future. Sarwa is poised to continue growing into the go-to platform for people to grow their wealth.

We do this through expert, affordable and easy investing. We're a small team working on the region's first and fastest growing investment and personal finance platform, making investing easy, low-cost and transparent, with a human touch woven into every step of the process.

We are a remote-first team. Where you choose to work is up to you — we have an office in Abu Dhabi that you can utilize as often or little as you'd like.

We are seeking a Junior Customer Excellence Associate to deliver exceptional customer service to Sarwa clients and potential clients, promote our brand and values, and help Sarwa set the standard for customer service in the region.

At Sarwa, we prioritize people and customer satisfaction. As a Junior Customer Excellence Associate, you will be the primary point of contact for our clients, representing the company to them. We are a fintech company, in a region where people lack trust in the financial system, it's key to offer a service that enables trust.

In this role, you will be responsible for identifying and resolving any issues or areas for improvement in order to ensure the best possible customer experience.

Shift schedule: (5 days per week, 8 working hours/day)

During onboarding/training: Monday-Friday (full-time)

After onboarding: You will have shifts assigned as per business needs. Below are some shifts for example:

• Sunday to Thursday: 9 am to 6 pm / 12 PM - 9PM / 3PM - 12:00 AM UAE Time

• Saturday to Wednesday: 9 am to 6 pm / 12 PM - 9PM / 3PM - 12:00 AM UAE Time

Who you are

• Strong written and verbal communication skills in English are essential. Additional language skills such as Arabic, Urdu, or Hindi are a plus.

• You have a Bachelor’s degree in Business, Finance, Economics, or a comparable discipline. Note if you have a degree in humanities, you may still apply.

• 1-2 years of experience in:

  • client-facing or customer facing role

  • responding to client/customer inquiries via email, phone, in-person, chat, social media or review sites

• You have managed escalated client/customer issues directly via phone and/or email.

• Experience or working knowledge of trade is helpful.

• You love to talk to people and understand the value of good communication skills.

• You're comfortable with change and constantly find ways to be proactive and get things done on your own.

• You pick up things quickly and do what is necessary to learn concepts and tools you are unfamiliar with.

• You are flexible in terms of working hours and can adapt to different schedules should the need arise 

• High attention to detail - you always catch mistakes such as typos, no matter how minor

• You can multitask, prioritize, and manage time effectively

What you'll do

• Manage large amounts of tickets via incoming WhatsApp, email, and phone calls.

• Escalate and route client concerns to the appropriate team, and follow up to ensure they are solved.

• Assist clients in operational and troubleshooting tasks.

• 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.

• Ensure that the work undertaken complies with regulatory guidelines issued by the compliance department.

Some of our benefits:

• Remote-first and flexible work environment

• Diverse, driven and supportive team with a positive work atmosphere (one of our core values)

• A culture of growth - being mentored, coached and supported to grow in your career

• Great company healthcare package

• Learning and development budget

• No fees on Sarwa's products

Recruitment Notice:
Sarwa does not charge candidates at any stage of hiring. Please apply only through our official careers page and be cautious of third-party job postings.