Customer Service

Purpose

This role executes the customer contract, works internally and externally to maximize customer satisfaction through effective contract delivery and promotes revenue generation and profitability

Key Missions

Job profile

• Provide seamless customer support to financial institutions with an intent to enhance customer relationships aligned with organizational objectives.
• Handling end-to-end order processing with ensuring an operational excellence and maintaining smooth coordination within internal teams, regulators/schemes and customers.
• Coordination with internal departments to ensure customer satisfaction.
• Proactively handling of all incoming correspondence from the customers with an assurance of timely resolution to mitigate potential escalations.

Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Responding promptly to customer inquiries
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Knowing our products inside and out so that you can answer questions.
• Processing orders, forms and requests.
• Handle inquiries about deliveries
• Provide customers with information on any open orders and invoices
• Keeping records of customer interactions, transactions, comments, and complaints.
• Identify and assess customers needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Maintain customer interactions
• Communicating and coordinating effectively with Customer Service team members and internal departments
• Providing feedback on the efficiency of the customer service process
• Provide accurate, valid and complete information by using the right methods/tools

Qualifications and Skills

• Graduate / Post-Graduate in any discipline.
• Working exposure in payment industry, Fintechs and banking payment domain will be preferred.
• Strong written communication skills, including ability to read and interpret emails, and provide logical written responses in a timely manner.
• Ability to learn and adapt quickly to new technologies / operating procedures, as well as new service offerings and evolving work environments.

Profile Other Information