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Temporary Position – 3-Month Contract
About Edenred
Edenred is a leading services and payments platform and the everyday companion for people at work, connecting 50 million employees and 2 million partner merchants in 46 countries via more than 850,000 corporate clients.
Edenred offers specific-purpose payment solutions for food (meal vouchers), fleet and mobility (fuel cards, commuter vouchers), incentives (gift vouchers, employee engagement platforms) and corporate payments (virtual cards).
These solutions enhance employee well-being and purchasing power, improve companies’ attractiveness and efficiency, and vitalize the employment market and the local economy. Edenred’s 10,000 employees are committed to making the world of work a connected ecosystem that is safer, more efficient and more user-friendly every day. In 2019, thanks to its global technology assets, the Group managed €31 billion in business volume, primarily carried out via mobile applications, online platforms and cards.
Edenred is listed on the Euronext Paris stock exchange and included in the following indices: CAC Next 20, FTSE4Good, DJSI Europe and MSCI Europe.
The UAE Context
Edenred UAE is a fast growing payroll service provider serving more than 6,000 business and more than 2 million unbanked employees. We service over 10 banks and 35 financial institutions. We offer a unique value proposition for companies to manage their payroll and for employees to receive their salaries and use it in the simplest way offering multiple value added services via our mobile app (money transfer, mobile recharge and card services)
We are a purpose-driven company whose values are the foundation for how we conduct business every day. We want to break down barriers to financial empowerment. Join us as we change the way the world defines financial freedom driving the financial inclusion of the unbanked population by offering the best product experience and services.
About You
This is a great opportunity for someone who wants to build something from the ground up and drive incredible impact in the life of others. You have a passion for growth and tech innovation, an entrepreneurial spirit with a “roll up your sleeves” attitude, strong attention to detail and an ability to work collaboratively across internal 2 / 3 and external teams. You are a disruptor who builds and delivers unparalleled customized insights that enrich both the performance of businesses and the lives of consumers.
Responsibilities
Customer Success Executive will constantly strive for customer excellence. The Customer Success Executive will be an expert point of contact for customers and end-users, providing product support and resolutions to complaints and enquiries. They will be supplying data and reports to stakeholders within the business and acting as point of knowledge for customer feedback.
You will be responsible of:
- Interact with our cardholders through inbound chats in timely manner Identify and help solve cardholder’s issues quickly and effectively.
- Ensuring to resolve all issues of card holders and communicate with relevant team to provide solution to the user.
- Working with a team of CSRs and other departments to find appropriate solutions.
- Escalate queries and concerns
- Take complete ownership of providing support to costumers
- Ensure all target KPIs are met as set by the line manager
- Ensure all feedback received from customers is captured for review by the line manager
- Responsible for Making Outbound Calls depending upon the business requirement.
- Provide regular reports and summaries to the reporting manager
Required Skills & Profile
Requirements
- Must be a proven, effective and confident communicator.
- Must hold a valid UAE VISA independently.
- Minimum 2 years of experience of working in a customer service role
- IT literate, particularly with the Microsoft Office package.
- Strong written skills that lend to clear and concise text-based communication.
- Strong work ethic, with abilities to act independently, be self-motivated and work within the context of a larger team-oriented environment
- Strong organizational and administrative skills.
- Display a courteous telephone manner, applying judgement, tact and diplomacy to all.
- Languages Required – Hindi/Urdu & English (Additional Languages – Malayalam/ Tamil/Bengali/Nepali/Arabic/Telugu/Kannada/Bhojpuri)
- Rotational Shifts from 8 am – 10 pm
- 6 days a week
Education
High school diploma or equivalent – Bachelor’s Degree preferred
Soft Skills
- Must enjoy and excel in team environment
- Must have an upbeat and positive outlook
- Must be dedicated and reliable
- Customer orientation and ability to adapt/respond to different types of customers
- Passion for customer
- Able to speak and write good English
- An excellent team player with a willingness to be flexible and adaptable
- Good problem-solving skills
- Ability to multi-task, prioritize and manage time effectively