Experience Champion for Customer Satisfaction

2 days ago


Karachi, Sindh, Pakistan Sadapay Full time

About Us

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SadaPay is on a mission to redefine the financial services industry in Pakistan by introducing a digital-first approach that makes managing money easy, transparent, and hassle-free. With a significant portion of the population still without access to traditional banking services, we believe that financial services require a radical transformation. At SadaPay, we empower users to manage their finances using just their CNIC, phone number, and smartphone. We eliminate the frustrations associated with traditional banking by offering zero hidden fees, free transfers, and a delightful payment experience. Additionally, our team provides friendly customer support and a vibrant debit card, making finance an enjoyable experience.

Why this Role Matters

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This role plays a crucial part in ensuring that our users have a positive and seamless experience with our platform. As the face of SadaPay and the primary point of contact for our users, you will be instrumental in delivering exceptional customer satisfaction.

Responsibilities

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

To Be Successful

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  • You should possess excellent verbal and written communication skills with an emphasis on attention to detail.
  • You should have a calm personality to handle a high volume of issues and queries over chats each day.
  • You should exhibit a positive and patient attitude, with a genuine desire to help customers (even those who are unhappy) and leave each interaction feeling great.
  • You should have strong problem-solving skills and a knack for investigation.
  • You should demonstrate a passion for quality and a focus on providing exceptional customer service.

Benefits

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  • Ownership Opportunity: 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 inflation. In case the dollar depreciates against the PKR value, you will always be paid a minimum of your PKR salary.
  • Remote Work Option: We are a remote-first company, which means our colleagues can work from anywhere they want to. However, teams may decide internally whether it is required for them to work from the office or not.
  • Flexible Leave Policy: 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.
  • Insurance Benefits: 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: Provident fund contributions are provided to all our colleagues.
  • Laptop Provision: A laptop is provided to help you get all your tasks done efficiently.

Equal Opportunity Provider

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We strive to create an inclusive environment that welcomes and respects everyone. Our recruitment process is fair for all, regardless of race, age, gender, color, religion, social status, disability, or ethnicity.



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