Customer Service Specialist

Role Title 

Customer Service Specialist

Reporting to 

Head Operations

Company

OFT Oman

Department 

Operations

About the company 

OFT International LLC is an innovative and dynamic start-up fintech company.  We offer the heritage and stability of a hugely successful founding group combined with the unlimited ambition and passion of a talented team building intuitive, secure and convenient money management and payment tools for everyday people. Working with us presents a unique and exciting opportunity to make a difference and be part of a revolution where we are leveraging financial technology to provide accessible, empowering tools.  

About the role 

Purpose

Context

To deliver exceptional customer support, ensuring high levels of customer satisfaction and trust in our FinTech solutions. The role focuses on resolving customer issues efficiently, providing insightful guidance, and driving continuous improvement in service quality.

OFT Oman operates in a fast-paced and innovative FinTech environment, providing cutting-edge financial solutions to customers globally. This role is critical to building strong customer relationships, addressing concerns promptly, and ensuring compliance with service-level agreements (SLAs) and industry standards.

A.     ROLE ACCOUNTABILITIES

Customer Support:

• Respond promptly to customer inquiries through various channels (email, phone, chat).


• Provide accurate information about FinTech products, services, and procedures.


• Resolve issues efficiently and escalate complex problems to relevant departments when necessary.

Issue Resolution:

• Identify, analyze, and troubleshoot customer problems related to financial transactions, platform usage, and technical difficulties.


• Document and follow up on unresolved issues to ensure timely resolution.

Customer Relationship Management:

• Build strong, trust-based relationships with customers by maintaining a professional and empathetic approach.


• Proactively identify customer needs and recommend solutions to enhance their experience.

Process Improvement:

• Provide feedback to the operations and product teams to improve system usability and service offerings.


• Participate in refining internal workflows and customer support processes to enhance efficiency and quality.

Compliance and Reporting:

• Ensure all customer interactions comply with regulatory standards and internal policies.


• Maintain accurate records of customer interactions, queries, and resolutions.

Line Management:

• As the business grows there maybe line management responsibilities.

B.      KEY PERFORMANCE INDICATORS (KPIs)

·       Average response time to customer inquiries.

·       First-call resolution rate.

·       Customer satisfaction scores (CSAT/NPS).

·       Number of escalated issues resolved within SLA timelines.

·       Accuracy and completeness of customer records.

·        Feedback contributions for process and product improvement.

C.      EXPERIENCE AND QUALIFICATIONS

Education:

• Bachelor’s degree in Business Administration, Finance, Information Technology, or a related field.

• Experience:

• 8+ years of experience in customer service, preferably in FinTech, banking, or technology industries.


• Experience handling financial queries or working in a high-pressure environment is a plus.

• Skills and Competencies:


• Strong communication skills in English and French; knowledge of Arabic is an advantage.


• Proficiency in using customer support software and CRM tools.


• Ability to troubleshoot and resolve issues efficiently.


• A customer-focused mindset with strong problem-solving skills.


• High attention to detail and ability to multitask in a fast-paced environment.

• Preferred Certifications (optional):

• Customer Service Certification (e.g., Certified Customer Experience Professional).


• Familiarity with financial compliance standards is an added advantage.

Proficient in English, with a preference for Arabic and Hindi.