About us
Neem is a leading embedded finance company with a strong vision for financial wellness. Neem's Banking-as-a-Service (BaaS) platform enables digital businesses across various industries to provide embedded financial services to their customers. Neem was founded in 2019 by experienced fintech entrepreneurs. We are backed by global investors, including DNI Group, Arif Habib, Outrun Ventures, SparkLabs Fintech, and more. Our company is registered in Singapore and Pakistan.
What we offer
- Hands-on operating experience of building pioneering digital fintech businesses with a powerful impact vision for Pakistan and emerging markets, together with a globally experienced team of operators, and entrepreneurs
- A supportive and inclusive culture designed to help you find your purpose & grow you professionally and as a person
- Competitive salary base
- Technology allowance
- Health & wellbeing allowance
- Employee stock options scheme
What are we looking for
We are seeking a CX Executive to support our customer experience team. The individual in this role will be responsible for responding to customer queries, concerns and routing them to relevant stakeholders. Must have experience in customer service or online chat support.
Your responsibilities
- Respond to customer queries, concerns, and requests through live chat in a friendly and professional manner
- Route the customer queries, concerns, and requests to the relevant stakeholders or team within the team
- Follow up with the internal team to ensure timely response to customers
- Maintain and track record of all customer queries, concerns or request
- Possess in-depth knowledge of the company's products, services, and policies to provide accurate information to customers.
- Effectively troubleshoot and resolve customer issues, escalating complex problems to higher-level support when necessary.
- Maintain detailed records of customer interactions and issues, including notes and case information for reference and analysis.
- Manage multiple chat sessions simultaneously while ensuring high-quality customer service and timely responses.
- Offer proactive assistance and product recommendations to enhance the customer's experience and meet sales or support goals.
- Ensure the quality and consistency of responses, adhering to established guidelines and company standards.
- Employ problem-solving skills to resolve customer complaints or issues, striving for customer satisfaction.
- Maintain clear and concise communication with customers, adapting to their needs and ensuring that they receive accurate and relevant information.
- Gather and relay customer feedback and suggestions to help improve products or services and enhance the customer experience.
You should apply if
- You have a high school diploma or equivalent
- You have prior experience in customer service or online chat support is a plus
- You have a working knowledge of using live chat software, CRM systems, and any other tools or technology required for the role
- You have strong communication skills, both written and verbal (English, roman and Urdu)
- You are good at typing and multitasking abilities
- You have customer service orientation and problem-solving skills
- You have patience, empathy, and a positive attitude
- You can work in shifts, including evenings and weekends
- You will be onboarded and trained for the job
- You are aligned with our Neem core values and ready to show up daily in sync with those principles (below)
Our Neem core values:
💫 Our purpose is our north star
🧗🏽 We put autonomy over control
🚴🏽♀️ We roll with YES mindset
🤲🏼 We speak up openly
🌿 We care about our impact
❤️ We nurture ourselves
At Neem, we are always on the lookout for remarkable talent, values fit, competence, and people driven by purpose. We are building a diverse, inclusive and authentic workplace, so if you’re excited about any of the open roles but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.
