Senior Customer Support Specialist

August 10

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Mamo

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Simpler, faster, friendlier finance. Committed to empowering people to effortlessly access their money | www.mamopay.com

payments • transfers • money • p2p • wallet

11 - 50

💰 $8M Series A on 2021-06

Description

• Manage all customer disputes, including investigating and resolving customer complaints and refunds in a timely and effective manner. • Review business claims, resolve processing issues, and detect and report suspicious activity to the compliance team. • You will interact with customers daily on a variety of channels such as Intercom, phone, email, and social media, and ensure that all customer concerns are being dealt with immediately. Whether it’s a product bug, a payment issue, or just a question for clarification, you would take ownership, and help the customer get the most delightful experience they deserve. • Assist customers with problem resolution via support tickets, phone calls and texts. • Encourage customers to activate their services once they have come onboard and/or understand any obstacles they need help with. • Assist customers with demos on how to use the product. • Collect customer feedback and share with the team to help us improve our products and optimize the user experience. • Ensure claims are promptly handled in accordance with internal policies and meet internal SLAs. • Learn our products inside and out so that you can answer questions and feed back to the team on feature enhancements. • Provide feedback on the efficiency of the customer service process, and proactively recommend ways to improve it. • Full ownership of the Mamo Help Center, this includes making sure it is kept up to date and reviewed daily. • Standardize customer support procedures and policies and document the knowledge. • Ensure customer satisfaction and provide professional customer support. • Keep up-to-date with industry trends, regulations, and best practices.

Requirements

• We need a problem solver who is patient and kind, and someone who thrives on making genuine human connections. We don’t need a script follower! • Patience is one of the most crucial skills for this role. Listening is vital and talking too much - neglecting to truly listen to customers prevents a true understanding of their issues. • Empathy is necessary for understanding and helping our customers. The ability to understand things from their perspective can prove to be invaluable. • Strong command of the English language, both verbal and written, is a must. Arabic is a bonus. • Enunciation is key - ensure you speak with clarity and smooth pronunciation to avoid. • You have a genuinely cheerful nature. Positivity in all situations; no-one likes to hear things framed negatively. • Flexibility in addressing shifting or competing priorities. • You are a collaborator and a team player and bring high energy to work each day. • Resourcefulness - you have a get-things-done attitude. • You have an innately investigative and curious nature. • You have prior experience and interest in finance / payments. • You possess proven ability to use multiple tools (technology) creatively during investigations to reach correct conclusions on customer issues.

Benefits

• Startup environment that’s big on individual responsibility and leans on process and automation. • We’re big on culture. Work with stunning, supportive product, design, and engineering teams on problems that matter. • You will be learning and growing all of the time. From business, product, and design to engineering you will be learning from a world-class team that is caring, kind, and empathetic.‍ • Mamo has the potential for a wide-reaching impact. Mamo is taking on the challenge of bringing about a new era of financial inclusion that begins close to home by providing access and experiences that make sense. That means you will never be bored.