Customer Care Executive

dopay, a pioneering fintech startup revolutionising payroll payments solutions, is seeking a dedicated and customer-focused Customer Support Executive to join our team. Located in the heart of downtown Cairo at the Greek Campus, this role is an exciting opportunity to contribute to our mission of integrating cash-based workers in emerging markets into the mainstream financial system.

If you're passionate about customer service and want to contribute to a purpose-driven, fast-growing fintech company, dopay is the place for you!

About the Role

As a Customer Care Representative at dopay, you will be the first point of contact for our cardholders, delivering outstanding customer service and resolving inquiries with empathy, efficiency, and professionalism. You’ll be responsible for helping cardholders navigate dopay’s platform, ensuring smooth payroll operations and troubleshooting any issues they encounter.

We’re looking for someone who’s customer-focused, solution-oriented, and ready to go the extra mile to ensure our customers have a positive experience.

Key Responsibilities

• Provide prompt, courteous, and knowledgeable responses to customer inquiries via phone, email, and chat.
• Assist dopay cardholders with account-related questions, including balance inquiries, card activation, and transaction issues.
• Collaborate with the logistics and Onboarding and Accounts Services teams to address customer queries related to payment operations and card delivery.
• Maintain accurate records of customer interactions and transactions.
• Follow up with customers to ensure issues are fully resolved and satisfaction is achieved.
• Collect feedback from customers and relay insights to the product and customer success teams for continuous improvement.
• Meet individual and team performance targets (e.g., response time, resolution time, and customer satisfaction).

• 1-3 years of experience in customer service, preferably in fintech, banking, financial services, or tech industries.
• Excellent communication skills with the ability to convey information clearly and calmly.
• Excellent written and verbal communication skills in English and Arabic.
• Strong problem-solving skills, with a customer-first mindset.
• Ability to handle challenging situations with patience and empathy.
• Familiarity with CRM systems and support ticketing systems is a plus.
• A strong sense of accountability and willingness to take ownership of customer issues until resolution.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.

Why Join dopay?

• Be part of a mission-driven company transforming payroll and financial inclusion in emerging markets.
• A collaborative and inclusive work culture with opportunities for growth and career development.
• Competitive salary and benefits package.
• Hybrid working environment (with flexible working options available).
• Opportunity to shape the future of financial technology in Egypt and beyond.

Join us at dopay and be a part of a team that’s transforming the financial landscape for the betterment of society in Egypt and beyond!-