Overview
Customer Support Representative Jobs in Cairo, Egypt at Kiwe
Title: Customer Support Representative
Company: Kiwe
Location: Cairo, Egypt
Company Description Kiwe is a financial services company focused on providing accessible, secure, and user-friendly digital payment solutions. The company aims to simplify how individuals and businesses manage everyday payments, transfers, and financial interactions. Kiwe leverages technology to offer convenient services that fit modern lifestyles. Team members join a growing organization that values innovation, customer trust, and seamless user experiences.
Day to day Responsibilities
- Support customers across digital channels, including chat and email, with some outbound calls when needed.
- Handle customer inquiries related to fintech services, accounts, transactions, and app usage.
- Resolve customer complaints professionally while managing expectations and providing accurate follow-ups.
- De-escalate challenging situations with empathy, clarity, and ownership.
- Troubleshoot basic technical, account-related, or transaction-related issues.
- Escalate complex cases to the relevant internal teams when required.
- Maintain high customer satisfaction and service quality standards.
- Document customer interactions accurately and update internal systems or ticketing tools.
- Manage multiple customer cases simultaneously while maintaining attention to detail and response quality.
Requirements
- Strong customer support and customer service skills.
- English level B1 or above.
- Excellent written and verbal communication skills in English and Arabic.
- Customer-oriented mindset with strong problem-solving skills.
- Ability to handle inquiries in a professional, respectful, and empathetic manner.
- Ability to manage expectations, de-escalate difficult situations, and follow up on open issues.
- Basic troubleshooting skills for technical, account-related, or service-related issues.
- Good computer skills and comfort using digital communication tools, support tools, or ticketing systems.
- Strong organizational skills, attention to detail, and ability to multitask.
- Ability to work in a fast-paced, customer-facing environment.
- Flexibility to work rotational shifts and 2 rotational days off.
- Comfortable working in a hybrid setup in Cairo, Egypt, with reliable internet connectivity for remote work.
- Previous customer support experience is a plus.
- Previous experience in fintech, banking, financial services, or e-commerce is an advantage.
- Diploma or bachelor’s degree in a relevant field, or equivalent practical experience.
