Customer Experience Associate

2 days ago

Karachi, Sindh, Pakistan beBee Careers Full time

SadaPay is transforming the financial services landscape in Pakistan with a digital-first experience that simplifies managing money, ensuring transparency and hassle-free transactions.

With over three-quarters of the population unbanked, we believe financial services require 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, including hidden fees, free local transfers, and a payment experience that's actually enjoyable.

We're looking for someone who shares our values and is committed to providing an outstanding experience to our users.

About This Role
  • 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.

Main Responsibilities:

  • 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.

Key Skills and Qualifications:

  • 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.

Benefits:

  • USD-Denominated Salary: 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.
  • Flexible Leave Policy: We offer a flexible leave policy to support a sustainable work-life balance.
  • Comprehensive Insurance Coverage: Every team member 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.

We Believe In:

Creating an inclusive environment where everyone feels welcome and valued. 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.

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