Our ‘In conversation with’ blog shares a glimpse of emerchantpay life, highlighting the diverse career journeys of our remarkable team members. In this edition, we delve into the world of customer support and share the professional journey of our Head of Customer Service, Ibrahim Khan.
In the following Q&A, Ibrahim walks us through his role as Head of Customer Service, and his approach to ensuring every client has the best possible experience.
Can you tell us about your journey at emerchantpay?
Before joining emerchantpay, I worked with another organisation, contributing to developing its operations in Dubai where I have gained valuable experience in customer support. I started at emerchantpay in 2018, as the Head of Customer Service team at our Dubai office. The last six years have been rewarding, allowing me to drive customer satisfaction and contribute to the growth of our Dubai operations.
I was thrilled to join emerchantpay and take on the responsibility of leading the customer service function for its in-house eWallet division. This role enabled me to broaden my expertise beyond the traditional scope of customer service, encompassing various managerial and operational responsibilities. I am grateful for the valuable experiences and prospects I have gained and the opportunities ahead. It’s an ongoing journey of growth and development both professionally and personally.
How would you describe your role as Head of Customer Service?
My responsibilities fall into two primary categories: administrative oversight and customer support management. On the administrative side, I ensure our operations comply with local legal regulations, including licensing and work permits.
In Customer Support, I oversee a 24/7 operation. This includes various aspects, from addressing issues from overnight activities to verifying deposits and ensuring that account verifications are processed effectively. Furthermore, I monitor the Customer Support team's performance, review tickets, provide support where needed and continuously test new functionalities from a customer support perspective.
Why is customer service such a crucial aspect of running a business?
Customer support plays a critical role in shaping a company’s reputation, as it is the first point of contact for customers. Through direct and personable interactions with clients, negative experiences can be transformed into positive ones. In my view, this ability to create positive experiences and build trust with clients makes this department a vital contributor to the company’s success.
What would you say is the most exciting part of your role?
Customer support is far from monotonous; each customer has unique needs. We work with a diverse range of customers and our priority is to understand their specific needs while aligning with the company’s commitment to delivering exceptional service. Customer centricity is one of our core values as a company, and we strive to emphasise it in every interaction with our customers. The real challenge lies in interpreting and responding to customer queries effectively, ensuring a clear understanding of their concerns and offering tailored solutions. Every interaction is different, which makes the role exciting and rewarding.
What kind of skills do you need to be efficient in your role?
In customer support, quick thinking, clear communication and patience are essential for effectively resolving customer issues. In today’s fast-paced world, customers often expect swift resolutions, which require adapting quickly to their unique needs. Of course, challenges can sometimes arise due to differences in language, cultural backgrounds or varying levels of technical expertise, so it's important to approach each interaction with empathy and understanding.
These skills allow you to look beyond the surface problem and uncover the root issue. By addressing challenges proactively, customer support helps build trust and strengthens the relationship with customers.
How do you keep your team inspired and motivated to reach new heights in their performance?
Innovation at emerchantpay isn’t just about product development; it’s also about finding creative solutions to everyday challenges. Motivating the team is about creating an environment where employees look forward to coming to work, driven by a series of positive experiences and supportive interactions. This culture of innovation and motivation is something I’m proud to foster within my team.
The fintech industry is rapidly changing. How do you stay up to speed with emerging trends, technologies, or market shifts, and how do you apply them to positively impact your service to customers?
At emerchantpay, we place great importance on staying current with industry trends and updating our offerings for our customers. Staying competitive requires continuous evolution and proactive thinking. Following the industry trends, I took the initiative to ensure the development of a unique feature in our Customer Support chat, which has since become a key aspect of our customer support services. Keeping an eye on industry trends and continuously adapting is crucial for long-term success.
What three words would you use to describe emerchantpay?
If I were to describe emerchantpay in three words, they would be: Innovative and Motivating and Supportive.
Innovative because emerchantpay is always looking at new ways to support their clients.
Motivating because people are committed and passionate about continuing their professional growth with the company.
Beyond this, I feel that everyone is very supportive towards each other like a tightly kint family. The team are excited to be working every day and feel like they’re making an impact. The company has a strong focus on its employees and is creating a supportive and collaborative work environment, much like a family. I believe these words accurately reflect the dynamic culture, commitment to finding the best solutions and the drive to constantly push beyond our current achievements.
Ibrahim’s story – creating an experience where every customer feels nurtured
Ibrahim’s dedication to understanding the unique needs of customers has contributed to emerchantpay’s continued commitment to simplifying payments. His ability to find bespoke solutions that satisfy varying customer demands has motivated his team to expand the parameters of customer service and elevated the support provided to clients.
Stay tuned for our next guest, as we share more stories in this series about our employee journeys!
Did Ibrahim’s experience inspire you to become a member of our emerchantpay family? Explore our open roles and join our vibrant team today!