- Experience
- 1–2 yrs
- Salary
- —
- Openings
- 1
- Posted
- 1 hour ago
- Work mode
- Work from home
- Education
- Bachelor's degree
- Resume
- Required to apply
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Job description
About Sarwa
Sarwa is a leading fintech company founded in 2017 with a mission to empower individuals in the region to invest in their financial future. We offer an accessible, transparent, and affordable investment and personal finance platform aimed at growing wealth with a human-centered approach. We operate as a remote-first team with an office in Abu Dhabi for optional use.
Role Overview
We are looking to hire a Junior Customer Excellence Associate who will be the frontline representative to Sarwa's clients and prospects. This individual will deliver exceptional customer service, uphold our brand values, and assist in establishing Sarwa as the benchmark for customer service within the region. Building trust in a market where financial systems are often distrusted is a pivotal part of this position.
Key Responsibilities
- Handle a high volume of tickets through WhatsApp, email, and phone communications.
- Appropriately escalate and route client issues to relevant teams, ensuring timely resolution and follow-up.
- Support customers with operational queries and troubleshooting tasks.
- Serve as the internal advocate for the customer, communicating pain points to improve service.
- Manage complaints efficiently by providing suitable solutions or alternatives within time constraints, including follow-ups.
- Go beyond expectations to drive world-class customer satisfaction.
- Ensure adherence to compliance requirements and regulatory guidelines.
Shift Details
The role involves working five days a week, eight hours per day. During onboarding and training, the schedule is Monday to Friday full-time. Post training, shifts may vary based on business needs with potential schedules including Sunday to Thursday or Saturday to Wednesday, across three shifts: 9 AM to 6 PM, 12 PM to 9 PM, or 3 PM to 12 AM UAE Time.
Candidate Profile
- Excellent verbal and written English communication skills; proficiency in Arabic, Urdu, or Hindi is a plus.
- Bachelor’s degree in Business, Finance, Economics, or related disciplines; humanities graduates are also welcome to apply.
- 1 to 2 years’ experience in roles involving direct client or customer interaction across multiple channels including email, phone, chat, or social media.
- Experience in handling escalated client or customer issues effectively.
- Familiarity with trading concepts is advantageous.
- Strong interpersonal skills with a passion for engaging with people and excellent communication.
- Adaptability to change and a proactive approach to learning new tools and concepts independently.
- Flexibility to work varied shifts as necessary.
- Meticulous attention to detail, with ability to spot errors including minor mistakes.
- Competent in multitasking, prioritization, and time management.
Benefits
- Remote-first work culture with flexible working arrangements.
- A diverse and supportive team fostering a positive workplace environment aligned with core values.
- Opportunities for career growth via mentorship, coaching, and ongoing support.
- Comprehensive healthcare package.
- Access to learning and development funds.
- No fees on Sarwa investment products.
Additional Information
Sarwa does not charge candidates at any recruitment stage. Applicants should only apply through official channels and be wary of third-party job advertisements. Our mission is to empower individuals to take control of their financial future by investing smartly and effectively.