Job Objective
Your role as a Customer Support Agent is to handle customer inquiries, provide support for banking and digital wallet services, and ensure timely resolution of customer concerns while delivering high-quality customer experience.
You will support customers across multiple communication channels and coordinate with internal teams when needed.
Main Tasks
- Handle customer inquiries, complaints, and service requests professionally across multiple communication channels.
- Assist customers with transactions, account-related requests, payment inquiries, and digital banking services.
- Support account verification, account recovery, and customer authentication processes in line with security standards.
- Escalate operational or technical issues to relevant departments when required.
- Maintain accurate records of customer interactions, complaints, and resolutions within support systems.
- Educate customers on digital wallet features, banking products, payment methods, and security best practices.
- Follow up on unresolved cases and ensure proper closure within agreed service timelines.
- Ensure compliance with customer support procedures, banking regulations, and internal policies.
- Support customer satisfaction initiatives and service quality improvement efforts.
- Manage customer support tickets through the ticketing system, ensuring timely responses, accurate documentation, regular follow-ups, and resolution within established service level agreements (SLAs).
Qualifications
- Bachelor’s degree in Business Administration, Banking & Finance, Communications, or related field.
- 2+ years of experience in customer support, banking operations, call centers, or financial services environments.
- Professional proficiency in Local Language & English is required.
- Strong communication and customer service skills.
- Good problem-solving and conflict resolution abilities.
- Ability to handle customer interactions professionally under pressure.
- Familiarity with customer support platforms, CRM tools, and banking systems.
- Good organizational and multitasking capabilities.
- Understanding of banking products, digital wallets, or payment services is preferred.
- Strong attention to detail and customer-oriented mindset.
