Merchant Experience Consultant - Kuwait

About Tap
Tap Payments is revolutionizing online payments across the MENA region by
connecting businesses with simple, unified payment experiences. We need
exceptional talent to help us on this journey.

The Operations Team

Great ideas aren't enough. To build a truly global business, we need great
experiences. Join our operations team and help build, operate, and scale our
customer, financial and administrative operations across the Middle East and
beyond. Yalla! let's do this

As a Tapster you will:
* Provide quality customer care to inbound calls, chat and emails.
* Accurately categorise the reasons for the customer call/chat.
* Raise support tickets with complete information to enable tracking and resolution of customer requests
* Investigate and resolve customer complaints then close support tickets
* Maintain a database of customer information
* Escalate inquiries to the appropriate team
* Assist customers with registration or account creation
* Pass customer feedback onto the product or sales team to improve the organisation's offerings
* Respond promptly to customer inquiries
* Maintain a positive, empathetic, and professional attitude
* Capture customer satisfaction at the end of every interaction.
* Stay updated on emails and be updated and familiar with all supporting documents on the knowledge base
* Contribute positively towards the achievement of performance targets in all aspects of the team's activities.
* Proactively provide solutions or improvements to Tap management that deliver improved complaints management processes for Tap Customers and where possible reduce the volume of complaints
* Support a good team and working environment by assisting fellow employees and participating constructively in team objectives.
* Work on a shift basis. (remote outside of business hours)
* Carry out other duties, as assigned based on the demands of the business and growth of the role

What you will bring to the party:
* ‎1-‎2 years of role-specific experience in Financial Services/Fintech/High-Growth Startups
* Preferred degree, but real-world experience is also accepted.
* Ability to establish credibility and internal relationships
* Understanding of client/merchant/stakeholder care
* Awareness of how your role supports the business
* Enthusiasm for working in a growing fintech
* Ability to work in a team and follow daily tasks
* Skills and knowledge to actively participate in meetings
* Ability to deliver work on time
* Problem-solving and quick-thinking skills
* Ability to organize information and ask relevant questions
* Strong communication skills in English, with a preference for Arabic language ability

Are you ready to shape the future of payments in MENA?