Service Operations Specialist
Envision Employment Solutions is currently looking for a Service Operations Specialist for one of our partners, a leading Digital Bank!
THE ROLE
You're the first voice a customer hears when something isn't working, whether it comes in through chat, email, or a call. Most of the time, you're the one who solves it, right there, in the first contact. When you can't, what you hand off decides whether the next person solves it fast or has to start over. Eight of you hold this line together, and the standard you keep is the standard customers judge the bank by.
WHAT YOU’LL DO
- Answer chats, emails, and tickets within target SLAs
- Deliver first-contact resolution against the published catalogue of standard requests
- Log all interactions accurately in the support platform
- Maintain professional, empathetic communication with customers
- Contribute to knowledge-base improvements based on observed customer issues
WHAT WE’RE LOOKING FOR
- 1+ years of experience in customer-service or service-desk roles, ideally within fintech
- Excellent verbal and written communication skills
- Familiarity with support platforms such as Intercom, Zendesk, or Jira
YOU’LL THRIVE HERE IF YOU
- You'd rather solve it in the first contact than pass it along and hope someone else does
- You stay patient and precise even on your hundredth similar ticket of the day
- You log every interaction accurately because you know someone else may need that context later
- You notice a pattern in customer issues and want to fix the knowledge base, not just answer around it
Skills
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 (9 AM to 6 PM). Are you comfortable and available to work on-site during these hours?
- Do you have 1+ years of experience in customer service or service-desk roles?
- Has this experience been within fintech or another digital-first environment?
- Do you have experience with support platforms such as Intercom, Zendesk, or Jira?
- Are you comfortable handling customer contact across multiple channels (chat, email, and/or phone)?
- Are you available to work shifts, if required, to cover extended customer support hours?
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 handling customer inquiries across chat, email, or phone. What volume did you typically manage in a day?
- Walk us through how you approach first-contact resolution. What do you do when a request falls outside the standard catalogue?
- Tell us about a time you had to escalate a case to a higher-level team. What context did you make sure to include so they didn't have to start over?
- Describe how you stay accurate and consistent when logging interactions, especially during high-volume periods.
- Tell us about a time you noticed a recurring customer issue and suggested or contributed to a knowledge-base improvement.
- How do you stay patient and empathetic when handling repetitive or frustrating customer interactions?
- What support platforms have you used (e.g., Intercom, Zendesk, Jira)? Describe your day-to-day experience with them.
- What is your current monthly net salary?
- What are your expected monthly net salary requirements?
- When can you start? (Notice Period)