Customer Service Representative – Crypto & FinTech Experience

We are looking for an experienced and customer-focused Customer Service Representative with 3+ years of experience in the Crypto, FinTech, Banking, or Digital Payments industry to join our growing team in Dubai.

Key Responsibilities

• Handle customer inquiries through email, chat, phone, and other support channels.
• Actively monitor and respond to customer inquiries through chat, email, and other support channels.
• Provide professional and timely assistance to customers regarding accounts, transactions, payments, and platform-related concerns.
• Provide quick and effective assistance when customers experience errors, technical issues, or difficulties using the app.
• Monitor customer-reported issues and coordinate closely with the Technology/Product team for troubleshooting and resolution.
• Follow up on reported issues until they are properly resolved and keep customers updated.
• Identify recurring app issues or customer complaints and escalate them promptly to the relevant team.
• Maintain a high level of responsiveness, especially for urgent customer and app-related issues.
  
• Resolve customer issues efficiently while maintaining a high level of customer satisfaction.
• Assist customers with onboarding, account verification, and transaction-related queries.
• Escalate technical, compliance, or complex customer issues to the appropriate department.
• Maintain accurate records of customer interactions and follow up on outstanding issues.
• Work closely with Operations, Compliance, Technology, and other teams to resolve customer concerns.
• Ensure all customer interactions comply with company policies and applicable regulatory requirements.
• Stay updated on company products, services, and relevant FinTech/Crypto developments.
  
  
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Requirements

• 3+ years of experience in Customer Service, preferably within Crypto, FinTech, Digital Payments, Banking, or Financial Services.
• Must be highly responsive, proactive, and alert, particularly when handling customer inquiries, app errors, transaction issues, and urgent support requests.
• Arabic and English (both written and spoken).
• Strong communication and interpersonal skills.
• Excellent problem-solving and customer-handling abilities.
• Ability to work in a fast-paced and technology-driven environment.
• Strong attention to detail and ability to handle sensitive customer information professionally.
• Experience with CRM, ticketing, or customer support platforms is an advantage.
• Knowledge of cryptocurrency, blockchain, digital wallets, or payment platforms is highly preferred.
  
  

What We're Looking For

Someone who is professional, customer-focused, proactive, patient, and comfortable working in a fast-paced FinTech environment.