Customer Support Executive (Bank/Fintech) (225-921)

As a Customer Support Executive in the Bank/Fintech sector, you will be the frontline of our customer interaction, dealing directly with clients to address inquiries, resolve their issues, and ensure a smooth and pleasant experience. Your role is crucial in maintaining the trust and satisfaction of our clientele, helping to retain our customer base and improve their overall experience with our services. You will be expected to have a keen understanding of our products and services, enabling you to handle issues efficiently and effectively. Additionally, your ability to communicate clearly and empathetically with customers will play a vital role in resolving their concerns and upholding our company's reputation.

Responsibilities

• Respond to customer inquiries promptly and professionally through phone, email, or chat.
• Understand and resolve customer issues by providing appropriate solutions and alternatives.
• Keep accurate records of customer interactions and transactions in our systems.
• Communicate effectively with customers to explain complex banking terms in a simple manner.
• Identify and escalate issues to the appropriate teams when necessary for resolution.
• Manage customer concerns and complaints efficiently, aiming for first-call resolution.
• Assist customers with account setup, transaction details, and product information.
• Continuously update knowledge about our financial products and services offerings.
• Conduct follow-up calls or emails with customers to ensure issue resolution satisfaction.
• Contribute to the development of customer service procedures and policies.
• Collaborate with other departments to resolve customer issues or implement solutions.
• Maintain a high level of professionalism and empathy in all customer interactions.

Requirements

• Bachelor’s degree in Business, Finance, Communications, or a related field preferred.
• Proven experience in a customer support role, preferably within the banking/fintech industry.
• Excellent communication skills, both verbal and written, in English and local language.
• Strong problem-solving abilities and ability to remain calm under pressure.
• Proficiency in using CRM software and MS Office suite (Word, Excel, Outlook).
• Ability to work independently and as part of a collaborative team environment.
• Strong attention to detail and a commitment to delivering quality customer service.