Job description
Dear candidate,
Mamo is a bold and inclusive FinTech company created to help people live their life to the fullest. Mamo's flagship solution is Mamo Pay, a fast, secure, human-centered platform co-created to simplify everyday personal and business payments. With trust, traceability, and transparency at the top of its agenda, Mamo aims to accelerate the MENA region towards digital payments and champion financial inclusion and literacy across economically diverse communities. By empowering people with simpler, faster, friendlier financial products, insights, and strategies. Mamo's vision is to make everyday payments, transfers, and transactions simple while bringing financial independence to every human being.
At Mamo, we don’t make something unless it’s both necessary and useful. If it is both necessary and useful, we will not hesitate to make it delightful and beautiful too! We recognize the power of collaboration and co-creation and have a deep passion for data-driven design, development, operations and marketing. Mamo is seeking passionate and collaborative team members to help identify and solve real-life problems with a user-centric, business-aware, and tech-savvy approach.
Join us…
If you love brightening peoples’ days not only by helping resolve customer concerns in a timely manner, but also understanding their needs and showing them how they can optimize their experience using our products.
You will interact with customers on a variety of channels such as phone, email, and social media, and ensure that all customer concerns are being dealt with immediately. Whether it’s a product bug, a payment issue, or just a question for clarification, you would take ownership, and help the customer get the most delightful and optimal experience they deserve.
You are a great listener with an empathetic ear who will eagerly gather customer feedback to help our teams translate that feedback into building a better product. You are a collaborator and a team player and bring high energy to work each day.
We also seek to potentially convert this role into full-time based on performance.
Job requirements
What you'll be doing
Assisting customers with problem resolution via support tickets, phone calls and texts
Encouraging customers to activate their services once they have come onboard and/or understanding any obstacles they need help with
Assisting customers with demos on how to use the product
Collecting customer feedback and sharing with the team to help us to improve our products and optimize the user experience
Other duties as assigned
Expertise we are looking for
We are seeking someone who is passionate about customer service and who is highly empathetic and derives their energy from helping others. We need a problem solver who is patient and kind, and someone who thrives making genuine human connections.
Patience is one of the most crucial skills for this role. Whoever the customer or user, you must maintain a cheerful persona and create a pleasant experience
Listening is vital and talking too much and neglecting to truly listen to customers prevents a true understanding of their issues
Empathy is a necessary skill for understanding and helping customers. Sometimes people can’t express themselves properly, so being able to understand things from their perspective can prove invaluable
Enunciation is to have a crystal clear voice with smooth pronunciation for avoiding confusion when dealing with customers
Positivity in all situations; no-one likes to hear things framed negatively, so keeping a positive spin is often required when dealing with customers
Responding promptly to customer inquiries, to meet internal SLAs
Communicating with customers through various channels
Acknowledging and resolving customer issues and complaints
Knowing our products inside and out so that you can answer questions
Communicating and coordinating with colleagues as necessary
Providing feedback on the efficiency of the customer service process, and proactively recommending ways to improve it
Standardizing customer support procedures and policies and documenting the knowledge
Ensuring customer satisfaction and providing professional customer support
A good understanding of technology and technically proficient
Excellent communication, written, and interpersonal
Demonstrates flexibility when addressing shifting or competing priorities
Strong command of the English language, both verbal and written, a must.
Nice to haves
Arabic speaking a plus but not necessary
What you’ll get
Our employees are our first customers. We want our teams to be happy and healthy both inside and outside of work. Our benefits and perks are indicative of the philosophy that by taking care of our people they would take care of our users. We hire courageous explorers who are both kind and compassionate, and who enjoy learning, iterating and growing. Here’s how we set you up for success:
Equity, that's right we want you to have skin in the game! 🚀
Competitive salaries that are revisited yearly or each time we raise funding 👏
Top tier medical insurance, so that you are your best at work! 🥷🏻
Endless training opportunities, our philosophy here is simple: learn, grow and share 📚
Flexible-work arrangements, with autonomy comes responsibility, if you think you got what it takes, work from home or office 👌
Rest up and come back refreshed with upto 25 paid days’ off in addition to statutory leave 😻
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