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Customer Experience Representative
Thndr
Posted 3 months agoCairo
Location
Cairo
Job Type
Full-time
Experience
Mid-Level
Category
Customer Service
Job Description
As a Customer Experience Representative and part of the CX team, you’ll support our clients who trade across EGX, US, and other new markets, handling their inquiries through email and chat via the Freshchat system. Your goal is to ensure timely, clear, and helpful responses that reflect our standards of excellence.
You’ll also contribute to improving our customer support operations by identifying common issues, sharing actionable feedback with internal teams, and helping enhance workflows to deliver a seamless trading experience.
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Requirements
- Minimum 1+ year of experience in Customer Support
- Graduate candidates are preferred
- Background in fintech, trading, or brokerage companies is a plus
- Fluent in Arabic and English (spoken and written)
- Uncompromising integrity and strong dedication to professionalism.
- Strong sense of ownership and responsibility.
- Excellent communication skills.
- Flexible and responsive when interacting with a wide range of customer personalities.
- Who Are We?:
- High barriers to entry — In the form of excessive minimum account balances, complex, outdated onboarding, and low financial literacy.
- Irrelevant experience — Catered toward expert traders and financial specialists, therefore alienating the majority of the population.
- Fragmented offering — Investment products were not gathered in a single, intuitive outlet.
- 5.5 million app downloads
- EGP 1B+ average daily traded value across 2025
- #1 digital investing platform in Egypt for the third consecutive year
- 76% of users are first-time investors
- 40% of our users come from outside of capital cities and have previously had limited access to financial institutions
Responsibilities
- Respond to customer inquiries via email and chat, providing accurate and timely support.
- Handle a wide range of topics including account issues, trade execution, product features, and more.
- Create and manage internal tickets using Freshchat to escalate customer-reported issues to relevant teams (tech, operations, compliance, etc.).
- Track ticket progress and follow up to ensure timely resolution.
- Keep the customer updated on the status of their request.
- Contribute to achieving individual and team CSAT (Customer Satisfaction) targets and improving NPS by consistently adhering to quality standards and delivering clear, empathetic communication.
