**Company Description**
POK PAY is a fintech company focused on delivering a secure, and user-friendly payment application. Customers use POK PAY to pay for a wide range of everyday needs and to transfer money to peers and family within seconds. The company is committed to making digital payments more accessible, convenient, and reliable for all users. Team members join an environment that values innovation, customer trust, and continuous improvement in financial technology.
**Role Description**
The Contact Point role at POK PAY is a full-time, on-site position based in Tirana. This role is responsible for serving as the primary contact for customers, making calls, answering inquiries, resolving issues, and providing clear information about POK PAY’s products and services. Daily tasks include handling phone, email, and in-app support requests and sales, guiding users through application features, and logging and tracking cases to ensure timely resolution. The Contact Point also collaborates with internal teams to escalate technical or complex matters, collects customer feedback, and contributes to improving processes and the overall customer experience.
**Qualifications**
- Ability to provide empathetic, professional customer support and handle inquiries, complaints, and feedback effectively.
- Strong verbal and written communication skills, with clear and concise messaging to diverse audiences.
- Basic understanding of fintech or digital payment applications, with the ability to learn product features quickly.
- Organizational and time-management skills to handle multiple customer requests while maintaining accuracy.
- Comfort with using computers, mobile apps, and CRM or ticketing tools to document and track customer interactions.
- Collaborative mindset, with the ability to work well in a team environment and coordinate with other departments.
- Problem-solving skills and attention to detail to identify issues, propose solutions, and follow up effectively.
- Prior experience in customer service, support, or contact center roles is preferred but not mandatory.
- High level of integrity, reliability, and a customer-focused attitude.
POK PAY is a fintech company focused on delivering a secure, and user-friendly payment application. Customers use POK PAY to pay for a wide range of everyday needs and to transfer money to peers and family within seconds. The company is committed to making digital payments more accessible, convenient, and reliable for all users. Team members join an environment that values innovation, customer trust, and continuous improvement in financial technology.
**Role Description**
The Contact Point role at POK PAY is a full-time, on-site position based in Tirana. This role is responsible for serving as the primary contact for customers, making calls, answering inquiries, resolving issues, and providing clear information about POK PAY’s products and services. Daily tasks include handling phone, email, and in-app support requests and sales, guiding users through application features, and logging and tracking cases to ensure timely resolution. The Contact Point also collaborates with internal teams to escalate technical or complex matters, collects customer feedback, and contributes to improving processes and the overall customer experience.
**Qualifications**
- Ability to provide empathetic, professional customer support and handle inquiries, complaints, and feedback effectively.
- Strong verbal and written communication skills, with clear and concise messaging to diverse audiences.
- Basic understanding of fintech or digital payment applications, with the ability to learn product features quickly.
- Organizational and time-management skills to handle multiple customer requests while maintaining accuracy.
- Comfort with using computers, mobile apps, and CRM or ticketing tools to document and track customer interactions.
- Collaborative mindset, with the ability to work well in a team environment and coordinate with other departments.
- Problem-solving skills and attention to detail to identify issues, propose solutions, and follow up effectively.
- Prior experience in customer service, support, or contact center roles is preferred but not mandatory.
- High level of integrity, reliability, and a customer-focused attitude.