Customer Care Associate

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August 26

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Zeal

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Zeal IO LTD. is an innovative Cairo-based startup backed by global strategic investors to empower brands with the next generation of payments, loyalty, and AI-powered insights. We provide our merchants with world-class data, analytics & tools to predict consumer behavior using Artificial Intelligence. Merchants can unlock the full potential of the customers in the most convenient user experience.

11 - 50 employees

📋 Description

• Frontline merchant and customer support via live chat, email, and other channels. • Troubleshoot basic technical issues and guide merchants through onboarding and account setup. • Escalate complex cases and maintain ownership until resolution. • Assist with billing inquiries, account changes, product listings, and identify upsell opportunities. • Adhere to SLAs, maintain high-quality written communication, and document interactions in CRM. • Coordinate with cross-functional teams and share feedback to improve products. • Test new features and report trends to management. • Support onboarding and training of new team members and contribute to improving NPS/CSAT.

🎯 Requirements

• 1–2 years of experience in customer support or similar roles. • Clear written communication for fast, professional, and empathetic responses. • Strong active listening and tone adaptability. • Empathy and patience in handling frustrated customers. • Problem-solving mindset with ability to focus on solutions. • Ability to handle multiple conversations simultaneously. • Strong prioritization skills to meet SLAs and daily/weekly targets. • English and Arabic fluency is required. • Nice to Haves: Familiarity with Google Workspace, data analysis or reporting skills, presentation skills, additional languages, high emotional intelligence.

🏖️ Benefits

• Work from Anywhere: Enjoy the flexibility of remote work or join us in a hybrid setup. Your choice, your comfort. • Competitive Compensation: We value your talent and offer packages that reflect it. • Collaborative Culture: Join a team where trust, transparency, and continuous learning are at the heart of everything we do. • Make an Impact: Have ideas to make things better? Awesome. We’re all ears and ready to innovate. • Shape the Future of Fintech: Work on cutting-edge fintech solutions that impact thousands of users.