Position Title: Operations Specialist.
Location: Saudi Arabia.
Company: Waffy (Fintech).
At Waffy, we are passionate about fostering a workplace culture where everyone feels empowered to thrive. We believe in inclusivity, fairness, and supporting our employees’ professional and personal growth. From competitive compensation and flexible work arrangements to impactful work and career development opportunities, Waffy provides an environment where you can grow, excel, and make a difference.
Role Overview:
As an Operations Specialist, you will serve as the first line of support for Waffy’s customers, ensuring a positive experience by addressing inquiries, resolving issues, and following up on customer needs. Your role is essential in building trust and maintaining customer satisfaction.
Key Responsibilities:
- Customer Support:
- Respond promptly to customer inquiries through multiple channels (email, chat, phone).
- Provide accurate and comprehensive information about Waffy’s products and services.
- Issue Resolution:
- Handle and resolve customer complaints efficiently and empathetically.
- Identify recurring issues and escalate them to the relevant teams for a permanent solution.
- Outbound Calls:
- Conduct outbound calls to follow up on customer requests or provide proactive support.
- Verify and update customer information as needed.
- Customer Follow-Up:
- Ensure all customer issues are resolved within agreed timelines.
- Provide updates to customers on the status of their inquiries or issues.
- Process Improvement:
- Suggest improvements to workflows to enhance customer support efficiency.
- Keep records of customer interactions and update internal systems accordingly.
Requirements:
- 2+ years in customer support or operations, preferably in fintech or a related industry.
- Bachelor’s degree in Business Administration, Customer Service, or a related field (preferred but not mandatory).
- Strong communication skills in both Arabic and English (verbal and written).
- Problem-solving mindset with attention to detail.
- Ability to manage multiple tasks and prioritize under pressure.
- Proficiency in customer relationship management (CRM) tools, Microsoft Office, and Google Suite.
- Customer-focused with a positive attitude.
- Ability to work independently and as part of a team.
Joining Waffy means becoming part of a company that values diversity, transparency, and well-being. We are committed to nurturing talent, fostering open communication, and providing a collaborative environment where your voice is valued. With competitive compensation, flexible work options, and opportunities for meaningful work, Waffy offers not just a job but a chance to grow and thrive in your career.