Customer Care Analyst

About the role

Envision Employment Solutions is recruiting a Customer Care Analyst for a partner digital bank. The analyst answers customer calls across chat, phone and email, covering balance questions, loyalty points and card or payment issues, working in shifts and handing cases over cleanly to specialist teams.

Key responsibilities

• Resolve customer inquiries via chat, phone and email efficiently and accurately
• Support deposit account servicing, including balance, interest and account-related issues
• Handle loyalty and rewards inquiries and escalate them to the PFM/loyalty product team when needed
• Manage operational escalations and coordinate with cards, payments and specialist teams
• Log all interactions and keep case records in the CRM system

Required profile

• 1 to 3 years of experience in customer service, preferably in banking or fintech
• Excellent verbal and written communication in both Arabic and English
• Familiarity with retail banking products and digital banking platforms
• Strong empathy, patience and problem-solving ability

Required skills

• Ability to switch between Arabic and English mid-conversation while keeping the thread and tone
• Proficiency in CRM and customer support tools

To apply, candidates use the application form on the Envision Employment Solutions site.