Customer Support Executive

A Customer Support Associate, will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.

Responsibilities:

• Manage large volume of incoming calls, emails and chats
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution
• Follow communication procedures, guidelines and policies
• Take the extra mile to engage customers
• Monitoring real-time transactional queues as well as investigating and analyzing reported fraud. 
• Also requires close collaboration with other members of the Operations team, specifically in assisting Financial Operations with reporting and reconciliation efforts.

Candidate Skills and Qualification:

• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to display empathy and patience.
• Problem-solving skills and the ability to think quickly and rationally in challenging situations.
• Proficiency in using CRM systems or similar software.
• Adaptability and flexibility in a fast-paced environment.
• Previous customer service experience is preferred but not mandatory.
• High school diploma or equivalent; additional qualifications will be a plus.

Working Conditions:

• This position typically operates in an office environment.
• Rotational Shift (Morning, Evening, and Night) & weekend work to support customer needs.