Customer Care Specialist (Remote)

Our Mission

At Pemo, we believe that all business owners deserve to be successful. Business owners deserve to spend their time and money doing what they do best - running their businesses. They deserve to stay in control of their finances, at any point in time, effortlessly! That's why we have built the all-in-one spend management platform that empowers MENA business owners and their teams. With Pemo, company spending becomes easy, fast and transparent. Teams can spend smarter and autonomously. Business owners can run more efficient workplaces and keep control of their finances. Pemo gives superpowers to businesses so they can be bold and fast. At Pemo, we ... → Nurture a friendly & safe environment → Foster a strong sense of collaboration → Trust each other and are positive challengers → Encourage everyone to make courageous decisions → Are no-ego doers → Shoot for the moon and work backwards! Position Overview: As part of the Customer Care team, you'll be a vital part of our mission. Your role on the front lines of customer support is crucial to helping our customers achieve their goals. Utilizing your exceptional soft skills, such as empathy, patience, and proactivity, you will contribute to a positive customer experience and play a key role in our growth. Key Responsibilities:

• Be the preferred entry points for customers facing difficulties on the platform and help them solve their pain and resolve their issues;
• To solve these issues you will collaborate with Operations team, Product team and the rest of the Customer Success team to provide the best possible answer in the fastest way;
• Collaborate with your colleagues from the Product Team to make the product as reliable, bug-free, and fast as possible;
• Identify the repetitive bottlenecks that customers encounter to solve them in the most effective manner;
• Be the voice of the customer and provide internal feedback on how Pemo can better serve them;
• Maintain accurate records of customer interactions, issues and resolution;;
• Stay up-to-date on product development and latest releases;
• Contribute to the development of rich knowledge base;
• Bring in new ideas to delight our customers;

About You:

• You thrive on delivering exceptional service and are dedicated to ensuring our customers feel heard and valued. Your commitment to resolving issues with empathy and efficiency sets you apart;
• You excel at identifying and resolving customer issues promptly. Your problem-solving skills contribute to a positive customer experience and high satisfaction rates;
• You are curious and a quick learner, you have the ability to absorb a quantity of new information;
• You have strong empathy skills, real desire to help customers;
• You have a strong communication skills in both English & Arabic, written and spoken;
• You love talking to people, feel comfortable to approach them with a problem solver mindset and thorough in your approach;
• You are organized with excellent coordination skills;
• You’re a pro when it comes to efficiently multitask and solve issues in a fast-paced environment;
• Knowledge of CRM tools would be be a plus;
• You have at least 1 year of experience in a customer facing role. Startup & Fintech environments would be preferred.
• You are able to work UAE hours 9am - 6pm following the UAE Calendar (Monday - Friday, public holidays, etc.)

Some cool stuff at Pemo:

• You will work with an international team of experts;
• We give you the freedom to explore and suggest;
• You will learn new things and enter a sector which is growing and will have a direct impact on the company’s future;
• You will be involved in a seed-stage startup backed by prominent international investors (Cherry Ventures, Fintech Collective, Speedinvest, and others) as well as the CEOs of some of the most successful Fintech scale-ups in Europe and South East Asia, such as Nium or Qonto.

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