Customer Care Officer

About the role

ZainCash Iraq is a leading mobile wallet in Iraq, recognised as a Forbes top Fintech company of 2023 and 2024 and as a GSMA Best Mobile Innovation Supporting Humanitarian Situations. It offers consumer and business services such as local and international money transfers, bill payments, companion payment cards, payroll and aid disbursement. It is looking for a Customer Care Officer.

Key responsibilities

• Handle customer inquiries and requests by call, email, live chat, social media and other channels
• Escalate unresolved or complex issues to the relevant department and follow up until they are closed
• Maintain detailed and accurate records of customer interactions, transactions and complaints
• Contribute to team performance targets, customer satisfaction goals and operational KPIs
• Follow quality standards and SLAs for response time, resolution time and customer satisfaction

Required profile

• Bachelor's degree in Business Administration or a related field
• Arabic (mandatory); English and Kurdish are an advantage
• Ability to work on a shift rotation
• Minimum of 1 year of experience in customer service or a related field