Customer Support Executive (Bank/Fintech) 10J26

As a Customer Support Executive in the dynamic bank/fintech sector, you will be the first point of contact for our clients, providing essential support and guidance on our financial products and services. Your role involves exceptional customer service, problem-solving, and the ability to handle inquiries effectively. You will leverage your knowledge of the banking and fintech industry to address customer concerns and promote customer satisfaction. This position requires outstanding communication skills, patience, and the ability to work both independently and as part of a team in a fast-paced environment. Your contribution will be crucial in enhancing the customer experience and contributing to customer loyalty and retention.

Responsibilities

• Respond to customer inquiries via telephone, email, and live chat systems promptly.
• Resolve customer issues by troubleshooting technical and account-related problems efficiently.
• Provide comprehensive information about services and products offered by the company.
• Maintain detailed records of customer interactions and transactions in the database.
• Identify and escalate priority issues to appropriate departments and follow up as required.
• Collaborate with internal departments to ensure customer issues are resolved swiftly and effectively.
• Deliver personalized solutions and recommendations to enhance the customer experience.
• Stay updated with the latest industry trends and best practices to aid customers with relevant information.
• Handle customer complaints with empathy and provide resolutions in a standardized manner.
• Assist in the development and improvement of customer service protocols and processes.
• Participate in ongoing training programs to maintain a high level of customer service skills.
• Monitor customer feedback and provide insights for product and service enhancements.

Requirements

• Bachelor's degree in Finance, Business Administration, or related field preferred.
• Minimum of two years of experience in customer service roles within banking or fintech environments.
• Excellent verbal and written communication skills in English, with other languages a plus.
• Strong problem-solving skills with the ability to handle difficult customer situations efficiently.
• Familiarity with CRM software and phone systems for customer relationship management.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• High level of integrity and confidentiality in handling client information securely.