Customer Support Agent (Voice- Non Voice) Full Time

Company Description Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region, focused on building a highly customer-centric financial super-app. The company enables people to “own their dreams” by offering innovative, user-friendly financial solutions. Tamara serves more than 20 million users and supports a diverse ecosystem of consumers and merchants. The platform partners with major global and regional brands such as Apple, SHEIN, Jarir, noon, IKEA, and Amazon, as well as small and medium businesses. This growth-oriented environment offers opportunities to contribute to a rapidly expanding fintech leader.
Role Description This is a full-time, on-site Customer Support Agent (Voice–Non Voice) role based in New Cairo. The Customer Support Agent will handle inbound and outbound customer interactions through phone, chat, email, and other digital channels, providing prompt and accurate responses to inquiries. The role includes resolving customer issues, troubleshooting basic technical or account-related problems, and escalating complex cases to the appropriate teams when needed. The agent will follow defined workflows and scripts, log all interactions in the support system, and track tickets to closure while maintaining service-level targets. Day-to-day responsibilities also include monitoring customer feedback, contributing to continuous improvement of support processes, and ensuring a positive, professional experience in every interaction.
Qualifications

• Strong customer-facing skills, including Customer Support and Customer Service, with a focus on empathy and professionalism.
• Ability to maintain high levels of Customer Satisfaction, manage expectations, and handle challenging situations calmly.
• Excellent Communication skills, both verbal and written, suitable for voice and non-voice channels.
• Basic Troubleshooting skills to identify, diagnose, and resolve common user or account issues.
• Previous experience in a contact center, fintech, or technology-driven environment is an advantage.
• Proficiency with ticketing systems, CRM tools, and standard office software.
• Ability to work in shifts, follow structured processes, and meet performance and quality targets.
• Fluency in English; additional regional languages are a plus.
• High school diploma or equivalent required; further education in business, communications, or related fields is beneficial.