About this role
Job Title: Fintech Customer Service Advisor: Arabic/English - Amman Job Description Key Responsibilities
• Handle incoming customer inquiries via phone, email, chat, or tickets. • Assist customers with issues related to transactions, payments, account access, and digital wallets. • Provide clear guidance on fintech products, features, and processes. • Investigate and resolve customer complaints within defined SLAs. • Escalate complex or high-risk cases to relevant internal teams (fraud, compliance, technical support). • Ensure all interactions comply with financial regulations and company policies. • Maintain accurate records of customer interactions in CRM systems. • Educate customers on secure usage of fintech platforms and fraud prevention. • Achieve performance KPIs including quality, CSAT, and response time targets. Requirements
• Previous experience in customer service (fintech, banking, or telecom preferred). • Strong communication skills in English (B2 level or higher depending on market). • Basic understanding of financial services, digital payments, or e-wallet systems is an advantage. • Ability to handle sensitive financial information with confidentiality. • Problem-solving and critical thinking skills. • Ability to work in a fast-paced, target-driven environment. Preferred Skills
• Experience with fintech platforms (payments, wallets, BNPL, crypto support). • Familiarity with CRM tools (Salesforce, Zendesk, etc.). • Fraud awareness and basic compliance understanding. • Multilingual abilities (depending on market needs). Work Environment
• Shift-based role (including weekends/holidays depending on operation). • Performance-driven environment with strict SLAs. • Customer-facing support role in a regulated fintech setting.
Location: JOR Amman - 1 Rafiq Al Hariri Ave, Edgo Building, Abdali Boulevard, Amman, Jordan Language Requirements:
Time Type: Full time