Customer Care Executive

About DT One

DT One operates a global network for mobile top-up solutions and innovative mobile rewards. By using smarter mobile technology solutions we enable more people in emerging economies to be more connected more often - so that no one is left out.

Through our network of over 1500 partners we interconnect over 550 mobile operators in 160 countries, with a market of more than five billion consumers.

We are headquartered in Singapore with regional offices in Barcelona, Dubai, London Manila and Miami.

DT One is committed to empowering people and businesses through accessible and reliable mobile top-ups and digital non-cash micropayments. As the communications and fintech landscapes evolve, DT One stands poised to play a pivotal role in shaping the future of cross-border micropayments and digital value payments.

For more information visit www.DTOne.com

Context of the role

We are looking for a proactive and customer-focused Customer Care Executive to join our Customer Care team in Dubai. In this role, you will be the first point of contact for our global customers, resolving technical issues, ensuring smooth service delivery, and providing an exceptional customer experience. You will combine strong problem-solving skills with clear communication to troubleshoot and resolve queries, coordinate with internal teams, and keep customers informed every step of the way. If you are passionate about technology, eager to learn, and committed to delivering excellent service, we would like to hear from you.

What You'll Do

• Troubleshoot and respond to customer issues. Provide timely updates and resolution to customer queries, according to the SLA process.
• Monitor and troubleshoot system alerts, escalate critical issues, and follow up with various stakeholders throughout service restoration.
• Participate in on duty rotation during weekends and public holidays when required.
• Manage customer accounts and configurations
• Resolve product or service issues by investigating the root cause of the problem.
• Escalate the issue to the relevant team internally / externally
  
  

Requirements

• Minimum diploma or a degree in Information Technology, Computer Science or equivalent.
• Strong troubleshooting and analytical skills.
• Excellent interpersonal skills, and good English communication skills. Additional languages will be an advantage.
• Commitment to follow through on actions, with attention to detail.
• Ability to work effectively under pressure, prioritize tasks and follow processes.
• Demonstrate motivation to learn new skills and technologies.
• Good understanding of web services, API and IP based protocols.
• Understanding of Linux and SQL is an advantage.
• Proficient in MS suite of Office applications (Word, Excel). Advanced proficiency in Excel is an advantage.
• Background in Customer Service experience within the Telecommunications and/or Banking industry is preferred.