Customer Service Agent
About the Role
1. Handle daily customer calls, leads, and digital communications 2. Manage customer accounts (opt-ins, dormant accounts, pending STLs) 3. Follow up and close all call logs 4. Resolve complaints and manage escalations promptly 5. Provide dedicated support to key partner organizations 6. Track, report, and share daily operational updates 7. Conduct customer satisfaction (CSAT) activities 8. Monitor customer behavior and recommend improvements 9. Report system issues, downtimes, and inefficiencies 10. Drive customer retention, re-engagement, and upselling
Requirements
Skills & Competencies 1. Strong communication and interpersonal skills 2. Problem-solving and conflict resolution abilities 3. Customer-centric and proactive mindset 4. Good organizational and multitasking skills 5. Basic reporting skills 6. Attention to detail and accuracy 7. Ability to work under pressure in a fast-paced environment 8. Proficiency in CRM systems and digital communication tools Qualifications 1. Bachelor’s degree in Business, Communications, or related field 2. 1–3 years’ experience in customer service (preferably fintech/financial services) 3. Experience handling high-volume customer interactions
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