Customer Experience Associate

SadaPay is transforming financial services in Pakistan with a digital-first experience that makes managing money simple, transparent, and hassle-free. With over three-quarters of the population still unbanked, we believe financial services need a radical shift. With SadaPay, all you need is a CNIC, a phone number, and a smartphone to get started; no paperwork, no long waits. Our 2 million users have left behind their worst banking frustrations, no hidden fees, free local transfers, and a payment experience that's actually enjoyable. Pair that with friendly customer service and a vibrant debit card, and suddenly, finance doesn't just work, it feels fun

Why is this role important?

As a Customer Experience Associate, you'll be the face of SadaPay and the first point of contact for our users. Your role is critical in ensuring that our users have a positive and seamless experience with our platform. We're looking for someone who shares our values and is committed to providing an outstanding experience to our users

As a Sadanaut you will:

• Respond to customer inquiries via email, live chat, and social media in a friendly, fun and honest manner.
• Investigate and resolve issues such as failed transfers, declined payments, and lost or stolen cards quickly and effectively.
• Collaborate with other departments, such as Financial Crime and Risk, to identify and monitor any suspicious activity.

Note: This is an entry-level position with a salary range of PKR 60,000–75,000, depending on shift timings. This role also requires working on weekends twice a month, with equivalent weekdays off to maintain a balanced schedule.

What it takes to become a Sadanaut:

• Excellent verbal and written communication skills with an emphasis on attention to detail.
• A calm personality so that you're able to deal with a lot of issues and queries over chats each day.
• A positive and patient attitude, with a genuine desire to help customers (even the really unhappy ones) and have them leave each interaction feeling great.
• Strong problem-solving skills and a knack for investigation.
• A passion for quality and a focus on providing exceptional customer service.

Perks of being at SadaPay:

• USD-Denominated Salary: At SadaPay, all salaries are pegged to USD to help protect team members from inflation. If the dollar depreciates against the PKR, you'll always receive a minimum payment equal to your PKR salary.
• Remote-First Work Culture: We're a remote-first company, allowing our team to work from the office, from home, or anywhere they choose. Teams may coordinate internally to determine if occasional office presence is needed.
• Flexible Leave Policy: We offer a flexible leave policy to support a sustainable work-life balance. We trust our colleagues to manage their work and leave responsibly.
• Comprehensive Insurance Coverage: Every Sadanaut, regardless of grade, receives Life and Medical Insurance (covering both outpatient and inpatient care), including immediate family and parents.
• Provident Fund Contributions: Provident fund contributions are provided to all team members to support their financial growth.
• Technology and Resources: Each colleague receives a laptop and additional resources (relevant to their role) to ensure they can work efficiently and comfortably.

Equal Opportunity Provider:

At SadaPay, we are committed to fostering an inclusive environment where everyone feels welcome and valued. We strive to make every Sadanaut feel comfortable and respected in the workplace. Discrimination of any kind has no place here; instead, we promote a culture of respect and mutual support among colleagues. Our recruitment process is built on fairness and equality for all, irrespective of race, age, gender, color, religion, social status, disability, or ethnicity.

SadaPay is registered as Sadapay Private Limited with the Securities and Exchange Commission of Pakistan (No. 0136598), is regulated by the State Bank of Pakistan, and is a wholly-owned subsidiary of SadaPay Technologies Ltd., registered in the Dubai International Financial Center under commercial fintech license #3263.SadaPay Mastercard debit cards issued pursuant to a license by Mastercard Asia/Pacific Pte. Ltd.

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