Customer Care Analyst
Envision Employment Solutions is currently looking for a Customer Care Analyst for one of our partners, a leading Digital Bank!
THE ROLE
Customers don't call about the product, they call about their money, and whatever's happening with it right now. You're the one who answers, in whichever language and channel they reach out on, and whether it's a balance question, a loyalty point that didn't land, or something that needs cards or payments to step in, you're the one who makes sure it's handled and handed off cleanly when it needs to be. Working in shifts, you're there when customers need the bank to actually show up.
WHAT YOU’LL DO
- Resolve customer inquiries via all channels (chat, phone, email) efficiently and accurately
- Support deposit account servicing, including balance, interest, and account-related issues
- Handle loyalty and rewards-related inquiries and escalate to the PFM/loyalty product team where needed
- Manage operational escalations and coordinate with cards, payments, and specialist teams
- Accurately log all interactions and maintain case records in the CRM system
WHAT WE’RE LOOKING FOR
- 1 to 3 years of experience in customer service, preferably in banking or fintech
- Excellent verbal and written communication skills in both Arabic and English
- Familiarity with retail banking products and digital banking platforms
- Strong empathy, patience, and problem-solving ability
- Proficiency in CRM and customer support tools
YOU’LL THRIVE HERE IF YOU
- You can move between Arabic and English mid-conversation without losing the thread or the tone
- You'd rather resolve a deposit or rewards question fully than pass it along half-explained
- You know exactly when a case needs cards, payments, or a specialist team, and you hand it off with the context they need
- You treat every case record as something the next person might have to rely on
- You stay steady and empathetic on your fifth call about the same issue as you were on your first
As published by workable · 20 questions · 12 written answers
Basics
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter
Pick from a list (8)
- How did you hear about us?
- Are you currently based in Egypt? If not, are you willing to relocate to Egypt for this role?
- This is a full time, on site role. Are you comfortable and available to work on site?
- Do you have 1 to 3 years of experience in customer service?
- Has this experience been within banking or fintech?
- Do you have experience using a CRM or customer support tool?
- Are you familiar with retail banking products or digital banking platforms?
- Are you available to work rotating shifts?
Written answers (12)
- If you were referred to this role by a recruiter, please provide their name.
- How would you rate your English proficiency (written and spoken)?
- Describe your experience resolving customer inquiries across multiple channels (chat, phone, email). What volume did you typically handle?
- Walk us through how you'd handle a customer question about their deposit account balance or interest. What would you check before responding?
- Tell us about a time you had to escalate a case to a specialist team (e.g., cards, payments, or a product team). What context did you make sure to include?
- Describe a difficult or frustrated customer interaction you handled well. What did you do to resolve it?
- How do you approach switching between Arabic and English depending on the customer, without losing clarity or tone?
- Tell us about your experience with CRM systems. How did you use them to log and track customer interactions?
- What retail banking products or digital banking platforms are you familiar with?
- What is your current monthly net salary?
- What are your expected monthly net salary requirements?
- When can you start? (Notice Period)