Customer Experience Associate

2 weeks ago

Islamabad, Islamabad, Pakistan Sadapay Full time

SadaPay is redefining financial services in Pakistan by offering a digital-first experience where managing money is simple, transparent, and hassle-free. With over three-quarters of the population still unbanked, we believe financial services need a radical transformation. At SadaPay, all you need is a CNIC, a phone number, and a smartphone to get started. We eliminate the frustrations of traditional banking with no hidden fees, free transfers, and an enjoyable payment experience. Coupled with friendly customer service and a vibrant debit card, we're making finance 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 CX Associate, you will be:
  • Responding to customer inquiries via email, live chat, and social media in a friendly, fun and honest manner.
  • Investigating and resolving issues such as failed transfers, declined payments, and lost or stolen cards quickly and effectively.
  • Collaborating 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 60-75K, depending on the shift timings. This role will also require you to work on weekends twice a month.

To be Successful in this Role, you should have:
  • 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.

At SadaPay, we believe that customer support should feel as natural and easy as texting a friend. We are looking for someone who shares our values and is committed to providing outstanding customer service. If you are a proactive and driven individual who thrives in a fast-paced environment, we encourage you to apply for this exciting opportunity to be part of our financial revolution.

Perks of Being at SadaPay:
  • You could potentially become an owner More than 80% of our colleagues hold stocks; stay long enough and you could get some too.
  • USD Denominated Salary - All our salaries are pegged to USD to help protect colleagues from the current state of inflation. In case the dollar depreciates against the PKR value, you will always be paid a minimum of your PKR salary.
  • We're a remote-first company which means our colleagues can work from the office, home, or literally anywhere they want to. However, teams may decide internally whether it is required for them to work from the office or not.
  • We offer a flexible leave policy to maintain a sustainable work-life balance and make sure our workspace feels like a second home to our colleagues. However, colleagues need to take complete responsibility and manage their work and leaves accordingly.
  • Each Sadanaut, regardless of their grade, is covered by the same range of Life Insurance and Medical Insurance (both outpatient and inpatient care that includes their immediate family and parents).
  • Provident fund contributions are provided to all our colleagues.
  • A laptop to help you get all your tasks done efficiently.
Equal Opportunity Provider:

At SadaPay, we pride ourselves on creating an environment which is inclusive for all. We want all our Sadanauts to feel welcome and comfortable in the workspace. We discourage discrimination of any kind and encourage respect among our fellow colleagues. Our recruitment process is fair for all, regardless of race, age, gender, color, religion, social status, disability or ethnicity.

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