Customer Experience Specialist

Job Summary

The Customer Experience Specialist at Mada BNPL in Amman is responsible for providing high-quality support to customers and merchants through multiple communication channels, ensuring a smooth customer journey and collaborating with internal teams to enhance service quality.

Responsibilities

• Respond to customer and merchant inquiries via phone, email, chat, and social media.
• Resolve issues efficiently to maintain a smooth experience throughout the customer journey.
• Monitor user feedback and identify recurring problems.
• Work with product, operations, and technical teams to improve processes and service quality.
• Guide users through the Buy Now, Pay Later process and troubleshoot account or payment issues.
• Document cases accurately in support tools and maintain records.
• Support onboarding and educational initiatives for users.
• Contribute to help center content and FAQs, and help maintain service-level standards and performance metrics.

Requirements

• Strong customer service and communication skills, including active listening and clear verbal and written communication.
• Experience in customer support, call center operations, or client-facing roles, preferably in fintech, banking, or technology-driven services.
• Familiarity with digital tools such as CRM, ticketing systems, and live chat platforms.
• Ability to analyze customer feedback, identify patterns, and suggest improvements.
• Strong organizational skills to manage multiple inquiries and prioritize tasks under time constraints.
• Fluency in Arabic and proficiency in English.
• Collaborative attitude and willingness to work on-site with cross-functional teams.
• Bachelor’s degree in Business, Communications, Finance, or related field preferred; equivalent practical experience also valued.

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