Job Summary
The person in this role will be responsible for providing customer support across multiple channels. Their role is a combination of direct customer service and merchant support combined with technical administrative assistance.
Key Duties and Responsibilities
- Customer Support & Issue Resolution – Respond to customer inquiries across multiple channels (chat, email, phone) and strive for high first-contact resolution rates.
- Escalation & Follow-ups – Escalate complex issues to relevant teams and conduct follow-ups to ensure timely resolution and customer satisfaction.
- Knowledge Base & Customer Education – Maintain FAQs, product guides, and self-service resources while educating customers on new features and services.
- Customer Engagement & Retention – Conduct proactive outreach, check-ins, and engagement initiatives to improve user experience and retention.
- Training & Product Expertise – Stay updated on product updates, conduct training sessions, and perform product demos for prospective clients.
- Collaboration with Internal Teams – Work with product, IT, risk, and compliance teams to enhance platform services and resolve customer issues.
- Data Management & Reporting – Maintain detailed records of customer interactions using CRM tools and prepare reports on trends and service improvements.
- Compliance & Security – Adhere to financial, data protection, and security compliance requirements in all customer interactions.
- Account & Identity Verification – Assist customers with account setup, KYC verification, and security authentication.
- Service Improvement & Feedback – Gather and provide insights from customer feedback to optimize platform features and overall service delivery
QUALIFICATIONS, SKILLS AND EXPERIENCE
Basic Qualifications
- A bachelor’s degree in Business Administration, Finance, Communications, IT, or a related field (or equivalent experience).
Experience
- Minimum of 2 years of experience in customer service, call center, or related roles.
- Internships or part-time roles in customer-facing positions are advantageous.
- Familiarity with financial products or tech-related customer service is a bonus.
- Familiarity with chatbots, ticketing systems, or social media platforms for customer engagement is preferred.
- Familiarity with customer support tools (e.g., Freshdesk).
- Ability to handle multiple tasks in a fast-paced environment.
Skills and Competencies
- Good Communicator
- Problem-solver
- Empathetic and patient
- Easily Adapts
- Team player
- Attention to detail
- Strong problem-solving
- Excellent organizational skills to prioritize multiple customer queries and meet response deadlines.
- Basic understanding of financial and technology terms is a plus.
- Ability to use and troubleshoot basic software tools or apps.
- Commitment to providing a positive customer experience and exceeding expectations
Application Deadline: March 7, 2025