Job Overview

Key Responsibilities
- Resolve customer issues related to accounts, transactions, payments, onboarding, and platform usage.
- Investigate customer concerns, identify root causes, and provide clear resolutions.
- Escalate complex issues to the appropriate internal teams and ensure timely follow-up.
- Maintain accurate records of customer interactions in CRM and ticketing systems.
- Meet defined response time, resolution time, quality, and productivity KPIs.
- Identify recurring customer issues and recommend process improvements.
- Adhere to company policies, data privacy requirements, and compliance standards.

Required Qualifications
- Bachelor's degree in any discipline.
- Excellent written English with outstanding grammar, spelling, and business communication skills.
- Strong analytical, problem-solving, and critical-thinking abilities.
- Exceptional attention to detail and accuracy.
- Comfortable working rotational shifts, including early mornings and nights.
- Experience with CRM platforms, helpdesk software, and ticketing systems.





Preferred FinTech Qualities
- Customer-first mindset with a strong sense of ownership and accountability.
- Experience handling payment, KYC, onboarding, transaction, or account-related queries.
- Ability to thrive in a fast-paced, high-growth environment.
- Strong analytical thinking and sound decision-making.
- High level of accuracy when handling sensitive customer and financial information.
- Risk and compliance awareness with a commitment to data security.
- Tech-savvy with the ability to quickly learn new products and systems.
- Adaptable, resilient, and able to manage changing priorities.
- Collaborative team player with excellent cross-functional communication skills.
- Continuous improvement mindset with a focus on enhancing customer experience and operational efficiency.

Success Metrics
- High Customer Satisfaction (CSAT) scores.
- Robust quality assurance scores with mínimal errors.
- Accurate documentation

📌 Customer Service Representative (Rama Mandi)
🏢 CSR Recruirment
📍 Rama Mandi