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Nationality
Any Nationality
Gender
Not Mentioned
Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
This is not traditional contact-centre work. You operate more like a case investigator: you receive a ticket the AI could not close, you figure out what actually happened, and you own the resolution end-to-end.
You will work inside a coaching-driven operating system. An AI supervisor monitors ticket direction in real time and flags risks before you send a response. Coaches - senior agents promoted from the floor are available to consult on hard cases. Every coaching interaction is logged automatically; your growth is tracked, not just your throughput.
The expectation is not perfection. The expectation is that you ask for help when you need it, that you act on feedback, and that you do not hide problems.
What you will do
- Own complex tickets from first review to final resolution - payments, refunds, disputes, banking edge cases, product anomalies.
- Investigate independently using account history, transaction data, logs and internal tools. Form a view. Act on it.
- Communicate directly with customers: what happened, why, what you are doing about it - no templated deflections.
- Make judgment-based decisions, including compensation where appropriate, balancing customer fairness with risk and policy.
- Use the coaching system actively: ask for help when stuck, accept real-time guidance from coaches, flag what you learn.
- Flag gaps in the Knowledge Base: if an article is missing or wrong, say so. Your field observations directly improve the system.
- Spot and document recurring patterns - product bugs, AI blind spots, policy gaps - and surface them with evidence.
- Spend a portion of your time each week reviewing your own coaching history and acting on recommendations.
Desired Candidate Profile
Prior hands-on experience in financial operations: banking, payment disputes, chargebacks, fintech ops, telecom escalations or insurance claims. This is not negotiable and not a nice-to-have. We hire people who already understand how money moves - we do not train for it.
Financial literacy in depth: card payment flows, gateway vs issuer logic, refund mechanics, BNPL structure, dispute lifecycle. You can explain any of these in plain language without looking it up.
Fluent written Arabic (native or near-native) and strong written English (B2+) - customer communication is in Arabic; internal tools and documentation are in English.
Proven ability to investigate without a script: you look at the data, form a view, and act on it.
Clear structured written communication in both languages - customers understand exactly what happened and what comes next.
Comfortable making autonomous decisions - including compensation within policy - without defaulting to escalation.
Emotional maturity with frustrated customers: calm, direct, empathetic. No hiding behind the process.
Company Industry
- Banking
- Financial Services
- Broking
Department / Functional Area
- Helpdesk
- Customer Service
- Telecalling
Keywords
- CX - Operations Specialist
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