Customer Service Executive (Hybrid, Dubai)

About the role

This role offers the chance to build a customer service function from the ground up while making a tangible impact on the lives of unbanked employees. You will work in a fast‑growing payroll services company that values tech innovation and an entrepreneurial mindset.

Key responsibilities

• Interact with cardholders through inbound chats promptly.
• Identify and resolve cardholder issues quickly and effectively.
• Communicate solutions to relevant teams and ensure issues are closed.
• Collaborate with other CSRs and departments to find appropriate solutions.
• Escalate queries and concerns when necessary.
• Take ownership of customer support and meet target KPIs.
• Capture customer feedback for review by the line manager.
• Make outbound calls as required by business needs.
• Provide regular reports and summaries to the reporting manager.

Required profile

• Minimum 2 years of experience in a customer service role.
• Proven, effective and confident communicator.
• IT literate, especially with Microsoft Office.
• Strong written skills for clear text‑based communication.
• Strong work ethic, self‑motivated and able to work independently and within a team.
• Courteous telephone manner with judgement, tact and diplomacy.
• Fluent in Hindi/Urdu and English; additional languages a plus.
• High school diploma or equivalent; Bachelor’s degree preferred.