Customer Service Executive

Client of HireLebanese.com

Job Summary:


Handle and supervise customer service operations for the EVO e-wallet, ensuring high-quality support delivery, regulatory-compliant customer handling, and efficient coordination between in-house customer service staff, outsourced call center partners, and internal departments, particularly Technical, Compliance and Operations.


Key Responsibilities:


Lead the daily activities of the customer service function, including direct management of two Junior Customer Service Executives.

Coordinate with the outsourced call center to ensure alignment with EVO service standards, SLAs, escalation procedures, and regulatory communication requirements.

Act as the main escalation point for complex customer and merchant issues, including account, transaction, KYC, and compliance-related cases.

Liaise closely with the Compliance team to ensure customer communications, case handling, and resolutions are fully aligned with BDL regulations, KYC/AML requirements, and internal policies.

Monitor service quality, response times, and resolution accuracy across internal and outsourced support channels (calls, WhatsApp, email, in-app).

Develop, prepare, and submit all customer service related reports requested by the COO, including volumes, trends, complaints, escalations, root causes, and performance metrics.

Identify recurring customer issues and operational gaps, and coordinate with Operations, IT, and Product teams to support continuous service improvement.

Support the rollout of new products, campaigns, and features by coordinating customer service readiness, scripting, FAQs, and escalation flows.

Ensure accurate documentation of customer service procedures, escalation matrices, and knowledge base content.

Check on a daily basis Call Center reports and validate closed vs. open cases by validating their responses and making necessary corrections where needed

Participate in audits, regulatory reviews, and internal assessments by providing customer service data, explanations, and operational insights upon request by COO.


Skills & Qualifications:


Bachelor s degree in business administration, finance, communications, or a related field.

Minimum 3 5 years of experience in customer service, preferably within fintech, banking, telecom, or digital financial services.

Proven experience in team supervision and coordination with outsourced service providers.

Strong understanding of customer service operations within regulated environments.

Excellent communication, problem-solving, and conflict-resolution skills.

Ability to analyze data and prepare structured management reports.

Familiarity with CRM systems, ticketing tools, call center dashboards, and digital support channels.

High sense of responsibility, confidentiality, and ability to work under pressure.