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Vibe with Rufina Sutari

Passion for Customers, Respect, Imagination, Simplicity and Entrepreneurial Spirit – these are Edenred’s values and driving force for all its employees. Get a glimpse into the life of an Edenred employee, see what makes us vibe, and discover how we’re contributing to financial inclusion by empowering the unbanked sector in the UAE.

Get to know Rufina Sutari, B2C CS Team Lead at Edenred UAE 🔴

🎤 What do you do?
I have been leading the B2C Customer Service team for 2 years now. My job involves monitoring the team’s performance to ensure our customers are always prioritized. I handle customer escalations & concerns through which we get a lot of valuable information on areas we need to improve and develop. I also train new team members to align with Edenred’s core values.

🎤 What’s one of your biggest challenges at work?
Language barriers are usually a big challenge for the team, in terms of assisting customers who speak different languages. We already support 6-8 languages, but I’m also currently learning Arabic so that I can assist our Arabic-speaking customers to overcome this challenge.

🎤 What part of your work makes you smile?
The genuine appreciation I receive from customers after resolving an issue, is what makes me smile. Customer satisfaction is what we, as a team, strive for.

🎤 How is your team contributing to financial inclusion for the unbanked sector in the UAE?
My team at Edenred UAE works on providing quality customer service through WhatsApp, phone, emails and face-to-face interactions. We educate customers on how to use our digital products and services, make them aware about fraud, constantly telling them to never share their card numbers/PINs/OTPs with anyone, and we resolve complaints pertaining to international remittances, bill payments, and ATM card services.

⚡ What’s your mother tongue? How many languages do you speak?
I speak English, Hindi and Marathi.

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