Customer Care Advisor (BPO)

Jadeer is hiring a Customer Care Advisor on behalf of one of our clients based in Egypt, New Cairo. Our client is a leading fintech company in the digital payments and consumer finance sector across the Middle East. Through partnerships with major retail and e-commerce brands, the company delivers innovative, technology-driven payment solutions that enhance customer purchasing power and promote a seamless shopping experience.

Job Description

Job Title: Customer Care Advisor

Key Responsibilities

Handle inbound and outbound customer calls in a professional and timely manner.

Address customer inquiries related to accounts, transactions, payment plans, and technical concerns.

Resolve complaints efficiently while ensuring compliance with company policies and service standards.

Accurately document customer interactions and update CRM systems with relevant information.

Escalate complex cases to relevant departments when necessary and follow up to ensure resolution.

Maintain high levels of customer satisfaction and achieve defined KPIs (e.g., call handling time, first call resolution, quality scores).

Stay updated on products, services, policies, and ongoing promotions.

Contribute to continuous improvement initiatives by sharing customer feedback and insights.

Qualifications

Qualifications & Requirements

Bachelor’s degree in Business Administration, Commerce, Communications, or a related field (preferred).

0–2 years of experience in customer service, call center, or contact center environments (experience in fintech, banking, or e-commerce is an advantage).

Excellent verbal communication skills in English and Arabic.

Strong problem-solving abilities and customer-oriented mindset.

Ability to handle high call volumes and work under pressure in a fast-paced environment.

Proficiency in using CRM systems and basic computer applications.

Flexibility to work rotational shifts, including weekends and public holidays if required.

Strong interpersonal skills, adaptability, and a positive attitude.