About Khazna
Khazna launched in 2020 with a mission to improve the financial well-being of the underbanked, who have little access to formal financial services by providing access to convenient, effective and secure smartphone-based financial services. Khazna has received the Central Bank of Egypt’s first prepaid card license and aims to become the go-to neobank for underbanked consumers across the Middle East. In the next phase of its journey, Khazna is looking to continue scaling up its operations in Egypt and to launch its operations in Saudi Arabia.
This is a fun stage in the company's lifecycle as the core foundation has been but it is still early enough to assume a ton of ownership and to help shape the future of the company and its success.
About the Role
We are looking for a Customer Support Representative (CSR) focused on placing the customer support building blocks for our early venture startup Khazna. This is a critical role at this stage and the work that you will do will be significant in scaling to hundreds of thousands of users.
The CSR role is a unique opportunity to shape the future of this early venture, Khazna. You will be responsible for delivering a magical experience, addressing difficult problems and delivering insights to the broader team to improve products and processes. Community Operations Representatives are the core of the support experience, both helping and educating users through their lifecycle. CSRs help people resolve their issues and turn unhappy users into our most passionate advocates.
What you'll do
- Deliver magical support experience for the inbound calls and chat conversations.
- Be customer centric and continuously advocate for improvements in the user experience
- Address complex user problems and show empathy during unsatisfactory experiences
- Be the person that allows us to continuously retain our users as they come to us for support
- Be part of a strong feedback loop, where you will escalate critical issues to team leads to drive an improved user experience.
What you'll need
- Bachelor's degree or college experience mandatory & Support experience in a high-volume environment, including service industries, retail, or other support environments preferred but not mandatory.
- Good knowledge of English (written and spoken) & Exceptional Arabic reading comprehension and writing skills. Must be able to communicate freely with our users
- High proficiency using computers and excel
- Passion for helping others and creating support experiences that exceed users' expectations.
- Ability to identify user problems and finding quick solutions, even for multiple issues at a time
- Ability to work well in a team and fast-paced environment
- You deeply care about making an impact and improving lives
Disclaimer: Flexibility for PM shifts required (2:00PM-11:00PM)
