The Customer Support Representative (CSR) plays a pivotal role in delivering exceptional service to our clients across various digital and voice-based platforms. The CSR is responsible for managing inquiries, resolving complaints, and ensuring customer satisfaction while upholding company values and compliance standards.
Key Roles & Responsibilities
- Handle incoming and outgoing customer communications through phone, email, live chat, and social media.
- Assist customers with account-related queries, transaction details, and mobile/digital banking platform navigation.
- Guide customers through KYC processes, digital onboarding, and verification procedures.
- Educate customers on available services, products, promotions, and platform updates.
- Accurately identify customer problems and resolve basic issues independently.
- Track open issues and ensure timely follow-up until resolution.
- Utilize CRM tools like Zendesk or Salesforce to log and track customer interactions and maintain accurate data.
- Provide 24/7 support coverage, including rotational shifts, weekends, and public holidays as required.
- Adhere strictly to company policies, including customer data protection, privacy laws, and financial compliance protocols.
- Maintain a clean legal record and commit to confidentiality through NDA agreements.
Requirements
- Bachelor’s degree in finance, Business, Communications, or a related field.
- Fluency in English, Malayalam & Hindi languages depending on customer base.
- CRM experience (Zendesk, Salesforce); familiarity with mobile/digital banking platforms.
- Preferred Only Female .
- Willingness to work shifts, including weekends and holidays.
- Clean criminal record; adherence to NDA and compliance standards.
- 1–2 years in inbound/outbound environments; experience handling high-volume queues
- Prior experience in banking, fintech, or financial services customer support, Live chat, email, and social media support (WhatsApp, Facebook, etc.).
- Empathy, patience, time management, conflict resolution, and multitasking abilities.
Job Type: Full-time
Pay: From AED4,000.00 per month
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