About the job
dopay is a pioneering fintech startup that is transforming payroll payment solutions. We are on the lookout for a passionate and dedicated Customer Care Executive to join our dynamic team located at the Greek Campus in downtown Cairo. This role offers an exciting opportunity to be part of our mission to integrate cash-based workers in emerging markets into the mainstream financial system.
If you are enthusiastic about providing exceptional customer service and want to make a meaningful impact in a fast-growing fintech environment, dopay is the right place for you!
About the Role
As a Customer Care Executive at dopay, you will serve as the primary contact for our cardholders, delivering exemplary customer service while addressing inquiries with empathy, efficiency, and professionalism. Your role will involve guiding cardholders through the dopay platform, facilitating seamless payroll operations, and troubleshooting any issues they may face.
We are looking for a customer-centric individual who is solution-oriented and willing to go above and beyond to ensure our customers have a positive experience.
Key Responsibilities
- Respond to customer inquiries promptly and courteously via phone, email, and chat.
- Assist cardholders with account-related questions, including balance inquiries, card activation, and transaction issues.
- Collaborate with logistics and onboarding teams to address customer queries related to payment operations and card delivery.
- Maintain accurate records of customer interactions and transactions.
- Follow up with customers to ensure issues are fully resolved to their satisfaction.
- Gather customer feedback and share insights with product and customer success teams for ongoing improvements.
- Meet individual and team performance metrics, including response and resolution times, and customer satisfaction rates.