Paymera is seeking a Call Center Agent to join our team and deliver exceptional service to our customers.

 

• Job Title: Call Center Agent
• Job Location: Free Zone - Damascus
• Working days: Sunday - Thursday 
• Working hours: 9:00 am to 5:00 pm 

Job Summary:

Responsible for handling customer calls and inquiries, providing timely support related to payments, accounts, transfers, and company services. Ensures high customer satisfaction through professional communication, accurate issue resolution, complaint handling, and escalation when required. Maintains service quality standards while achieving response time and customer care KPIs in a fast-paced fintech environment. 

Key Responsibilities

• Handle incoming customer calls professionally and efficiently.
• Respond to customer inquiries related to accounts, transfers, payments, cards, and mobile wallet services.
• Resolve complaints and escalate complex issues to relevant departments when needed.
• Provide accurate information regarding products, services, fees, and procedures.
• Follow up with customers to ensure issue resolution and satisfaction.
• Maintain high standards of call quality, response time, and professionalism.
• Record all customer interactions accurately in CRM or ticketing systems.
• Support customers through multiple channels such as phone, chat, and email when required.
• Meet daily and monthly KPIs including response time, resolution rate, and CSAT.
• Stay updated on new products, policies, and operational procedures.