Senior Customer Experience Representative

The role

You will support users through chat by handling inquiries and resolving issues. You will assist with onboarding, KYC, deposits, withdrawals, stock orders, and investment-related inquiries.

What you will do

• Handle customer inquiries through chat in Arabic and English.
• Support users with onboarding, account-related inquiries, and platform navigation.
• Guide investors through KYC, deposits, withdrawals, stock orders, and investment products.
• Explain transactions, fees, settlement, and dividends clearly and accurately.
• Investigate customer issues and follow up until resolution.
• Handle customer concerns with patience, empathy, and professionalism.
• Escalate complex cases to the relevant internal teams.
• Identify recurring issues and share feedback to improve customer experience.

Required qualifications

• 1–3 years of experience in customer support
• Excellent written communication skills in Arabic and English
• Strong problem-solving skills
• Ability to take ownership of customer issues
• Ability to manage multiple conversations while maintaining accuracy and attention to detail
• Customer-oriented, with strong communication and interpersonal skills
• Ability to adapt quickly, learn new processes, and work in a fast-paced environment

Nice to have

• Previous experience in fintech, banking, or brokerage
• Familiarity with KYC, payments, deposits, and withdrawals
• Understanding of the Egyptian Stock Exchange (EGX) or investment products
• An EGX or investment-related certification

About the company

Thndr aims to democratize access to investing through smart tech and human-centric design. It is the #1 digital investing platform in Egypt.