Customer Experience Specialist

About FlashFlash is an early-stage Cairo-based fintech aiming to support our society’s financial well-being, one person at a time. Flash has raised a $6M seed round from leading international investors and is approved by the Central Bank of Egypt in partnership with Banque Misr. Our founding team has deep local and international experience working at top consumer-facing technology companies. Job OverviewThe Customer Experience Specialist is pivotal in addressing customer inquiries, resolving issues within our agreed Service Level Agreements (SLAs), and initiating both reactive and proactive communications with customers.

This role embodies our dedication to resolving problems efficiently, enhancing customer satisfaction, and fostering a culture of continuous improvement and empathy. Through this process, we aim to ensure clarity in our operations and reinforce our collective responsibility towards maintaining high standards of customer engagement and support.

Job responsibilitiesPromptly resolve customer tickets and answer chat inquiries within the agreed-upon Service Level Agreements (SLAs)Identify situations requiring additional support and proactively initiate calls to customers to mitigate frustration and solve issuesExecute cold calls to gather customer feedback through surveys, aiding in the improvement of our services and customer experienceCollaborate with various departments to follow up and confirm the resolution of customer issues, ensuring a seamless customer experienceMaintain an extensive knowledge base of our products, services, and policies to provide accurate supportWork alongside the customer service team to identify trends, report on service metrics, and recommend process improvementsEngage in continuous learning opportunities to keep abreast of best practices in customer service and technologyUphold stringent data protection and confidentiality standards when handling customer informationProactively communicate with customers who face errors in the appQualificationsBachelor’s degree in Business, Languages, Marketing, Finance, or a related fieldFluency in English is a mustMales & Females are welcome to apply0 to 2 years of experience in customer support or a relevant positionFresh graduates are welcome to applyFlexible with rotational shifts & days OFFProven experience in customer service, or a similar role within a fintech or technology startupStrong analytical skills, problem-solving, and communication skillsExcellent communication and interpersonal skills, with the ability to present information to stakeholdersAbility to work independently and as part of a team in a fast-paced, dynamic environmentStrong organizational skills and attention to detailPassion for fintech and innovation, and ability to work under tight deadlinesComfortable making decisions and have the ability to think without much directionMust be able to see the business from the customer’s perspective and advocate for improvements that enhance their experiencePossess a blend of technical skills, interpersonal abilities, and industry knowledge to effectively manage and enhance the customer experience across all touchpointsPowered by JazzHRByP1mzRBWb