Customer Service Executive (Remote) - Digital Support Operations
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Key skills for this role
About the Role
PULSEMEDIA (MENA) is seeking a Customer Service Executive for a remote role supporting digital banking operations. You will manage high-volume inbound interactions via live chat, resolve issues, and collaborate with cross-functional teams.
Key Skills for This Role
Responsibilities
- Manage high volume inbound customer interactions via live chat and digital support platforms
- Provide end to end issue resolution for cardholder concerns
- Collaborate with internal stakeholders across departments to identify root causes and deliver solutions
- Escalate complex or high risk issues according to protocols
- Support outbound customer communication initiatives
- Meet or exceed KPIs related to customer satisfaction, resolution time, and quality assurance
- Capture and report voice of customer insights and service improvement opportunities
- Prepare daily, weekly, and monthly operational reports for management
Requirements
- Minimum 2+ years of experience in customer service, contact center operations, or digital support roles
- Exceptional verbal and written communication skills in English
- Multilingual proficiency in Hindi/Urdu and English
- Strong proficiency in Microsoft Office Suite and CRM tools
- High School Diploma or equivalent
- Flexibility to work rotational shifts between 8:00 AM and 10:00 PM, including weekends or holidays
Full Job Posting
About The Company
- Our Client is a mission led, purpose driven financial technology organization committed to redefining financial freedom, economic accessibility, and inclusive digital banking solutions.
About The Role
- This is a high visibility, high impact remote role for professionals who want to build, scale, and optimize customer experience frameworks.
Key Responsibilities
- Managing high volume inbound customer interactions via live chat and digital support platforms
- Providing end to end issue resolution for cardholder concerns
- Demonstrating complete ownership of customer cases from first contact to final resolution
- Collaborating with internal stakeholders across multiple departments
- Escalating complex, high risk, or sensitive issues
- Supporting outbound customer communication initiatives
- Consistently meeting or exceeding KPIs
- Capturing and reporting voice of customer insights
- Preparing daily, weekly, and monthly operational reports
- Maintaining compliance with internal policies and regulatory requirements
Required Skills & Professional Profile
- Minimum 2+ years of experience in customer service, contact center operations, or digital support roles
- Exceptional verbal and written communication skills
- Strong proficiency in Microsoft Office Suite and CRM tools
- Ability to work independently in a remote environment
- Multilingual proficiency in Hindi/Urdu and English
- Flexibility to work rotational shifts between 8:00 AM and 10:00 PM
Education & Qualifications
- High School Diploma or equivalent (required)
- Bachelor’s Degree in Business Administration, Communications, or a related field (preferred)
Core Competencies & Soft Skills
- Strong passion for customer advocacy and service excellence
- High emotional intelligence (EQ)
- Consistently positive, resilient, and solution oriented mindset
- Strong analytical and problem solving skills
- Ability to multitask and prioritize
- Collaborative, team first attitude
Why Join Us?
- Be part of a high growth FinTech company
- Work remotely with a diverse, mission driven global team
- Contribute to financial inclusion and digital transformation
- Gain exposure to cross functional collaboration
- Build a long term career in customer experience and digital banking support
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