Customer Service Specialist

Customer Service Specialist (Only Omani Candidates)

Head Operations

Operations

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.

To deliver exceptional customer support, ensuring high levels of customer satisfaction and trust in our Fin Tech 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 Fin Tech 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.

• Respond promptly to customer inquiries through various channels (email, phone, chat).
• Provide accurate information about Fin Tech products, services, and procedures.
• Resolve issues efficiently and escalated complex problems to relevant departments when necessary.
• 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.

• 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.

• 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.

• Ensure all customer interactions comply with regulatory standards and internal policies.
• Maintain accurate records of customer interactions, queries, and resolutions.

• As the business grows there maybe line management responsibilities.
• 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.

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

• 8+ years of experience in customer service, preferably in Fin Tech, banking, or technology industries.
• Experience handling financial queries or working in a high-pressure environment is a plus.

• 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.

• 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.