Job Title: Customer Support Agent 

Location: onsite – Turkey Istanbul 

Department: Customer Support 

Reports to: Customer Support Team leader 

Type: Full time 

Responsibilities:

• Handle incoming customer queries via email, chat, and phone in a timely and professional manner.

• Provide accurate information about the company’s products, services, and payment processes.

• Assist customers with account setup, transaction inquiries, payment issues, refunds, and general troubleshooting.

• Investigate and resolve customer issues, escalating more complex cases to relevant departments as needed.

• Maintain up-to-date knowledge of the company’s products, features, and policies to effectively support customers.

• Record and track customer interactions and resolutions in the system.

• Work closely with internal teams (Compliance, Risk, Technical Support, Product, Finance) to ensure customer issues are resolved.

• Follow company guidelines and regulatory compliance standards 

• Meet or exceed individual and team performance metrics (response time, resolution time, customer satisfaction).

Requirements:

• Native Arabic and English (written and spoken)
• Nationality: Any Arab Nationality 

• 1-2 years of experience in customer support, ideally in a financial services, fintech, or payment service provider environment.

• Excellent communication skills (written and verbal).

• Strong problem-solving skills and attention to detail.

• Customer-first mindset with the ability to remain calm under pressure.

•  Flexibility to work shifts, weekends, or holidays as required.