Customer Care Executive

dopay, a pioneering fintech startup revolutionising payroll payments solutions, is seeking a dedicated and customer-focused Customer Support Executive to join our team. Located in the heart of downtown Cairo at the Greek Campus, this role is an exciting opportunity to contribute to our mission of integrating cash-based workers in emerging markets into the mainstream financial system.

If you're passionate about customer service and want to contribute to a purpose-driven, fast-growing fintech company, dopay is the place for you!

As a Customer Care Representative at dopay, you will be the first point of contact for our cardholders, delivering outstanding customer service and resolving inquiries with empathy, efficiency, and professionalism. You’ll be responsible for helping cardholders navigate dopay’s platform, ensuring smooth payroll operations and troubleshooting any issues they encounter.

We’re looking for someone who’s customer-focused, solution-oriented, and ready to go the extra mile to ensure our customers have a positive experience.

• Provide prompt, courteous, and knowledgeable responses to customer inquiries via phone, email, and chat.
• Assist dopay cardholders with account-related questions, including balance inquiries, card activation, and transaction issues.
• Collaborate with the logistics and Onboarding and Accounts Services teams to address customer queries related to payment operations and card delivery.
• Maintain accurate records of customer interactions and transactions.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Collect feedback from customers and relay insights to the product and customer success teams for continuous improvement.
• Meet individual and team performance targets (e.g., response time, resolution time, and customer satisfaction).