Customer Support Agent

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.