Back Office Officer
About Zaincash
ZainCash Iraq is a leading mobile wallet in Iraq and recognized as Forbes top fintech company of 2023 and 2024 as well as GSMA’s best mobile innovation supporting humanitarian situations. The company offers a range of consumer and business services including local and international money transfer, bill payments, companion payment cards, payroll, aid disbursement, and more.
Responsibilities
Processing and submitting the customer complaints & inquiries:
- Address customer complaints
Assist with issue resolution:
- Investigate and resolve customer complaints, issues, or concerns in a professional and timely manner.
- Utilize problem-solving skills to identify root causes and offer appropriate solutions.
Follow-up and follow-through:
- Follow up on customers’ issues & complaints to ensure satisfaction after issue resolution.
- Monitor ongoing issues and ensure timely follow-up until resolution, keeping customers informed throughout the process.
Maintain quality standards:
- Adhere to established quality standards and service level agreements for response times, resolution times, and customer satisfaction.
- Continuously strive to improve service delivery and exceed performance targets.
Managing repeated customer issues:
- Track and analyze recurring issues reported by customers.
- Coordinate with relevant teams to implement permanent solutions and prevent repeat complaints.
Customer experience (EX) ownership:
- Take full responsibility for ensuring a positive and seamless customer experience across all touchpoints.
- Proactively identify gaps in the customer journey and suggest improvements.
- Collaborate with other teams to implement enhancements that support overall customer satisfaction and loyalty.
Requirements
- Education: Bachelor’s degree.
- Languages: Arabic (mandatory) and basic English.
- Availability: Ability to work on both morning and evening shifts.
- Experience: At least 1 year of experience in customer service or a related field is required.