Customer Service Executive (Remote) - Digital Support Operations
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Key skills for this role
About the Role
PULSEMEDIA (MENA) is hiring a Customer Service Executive for a remote role supporting a FinTech company. You will manage high-volume inbound customer interactions via live chat and digital platforms, resolve issues, and collaborate with internal teams.
Key Skills for This Role
Responsibilities
- Manage high volume inbound customer interactions via live chat and digital support platforms with speed, accuracy, and professionalism
- Provide end to end issue resolution, ensuring cardholder concerns are addressed promptly and effectively
- Demonstrate complete ownership of customer cases from first contact to final resolution while maintaining detailed documentation
- Collaborate with internal stakeholders across multiple departments to identify root causes and deliver long term solutions
- Escalate complex, high risk, or sensitive issues in accordance with established escalation protocols and compliance standards
- Support outbound customer communication initiatives, including follow up calls and business driven outreach campaigns
- Consistently meet or exceed KPIs related to customer satisfaction, resolution time, quality assurance, and productivity
- Capture, analyze, and report voice of customer insights, feedback trends, and service improvement opportunities
- Prepare daily, weekly, and monthly operational reports for leadership and management review
- Maintain compliance with internal policies, data security standards, and regulatory requirements
Requirements
- 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 comfort working with CRM tools, ticketing systems, and digital platforms
- 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, including weekends or holidays
- High School Diploma or equivalent
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.
- Their mission is to eliminate systemic barriers to financial empowerment by building scalable, customer centric financial products that enable financial inclusion for underserved and unbanked populations.
- As they continue to grow rapidly, they are looking for high performing, impact oriented Customer Service Executives.
About The Role
- This is a high visibility, high impact remote role designed for professionals who want to build, scale, and optimize customer experience frameworks from the ground up.
- You will serve as a critical frontline ambassador for our brand, acting as the primary point of contact for cardholders while delivering exceptional, empathetic, and resolution driven support experiences.
- The ideal candidate is customer obsessed, tech savvy, detail oriented, and growth focused, with an entrepreneurial mindset and a strong sense of ownership.
Key Responsibilities
- Managing high volume inbound customer interactions via live chat and digital support platforms with speed, accuracy, and professionalism
- Providing end to end issue resolution, ensuring cardholder concerns are addressed promptly, effectively, and with minimal friction
- Demonstrating complete ownership of customer cases, from first contact to final resolution, while maintaining detailed documentation
- Collaborating with internal stakeholders across multiple departments to identify root causes and deliver long term solutions
- Escalating complex, high risk, or sensitive issues in accordance with established escalation protocols and compliance standards
- Supporting outbound customer communication initiatives, including follow up calls and business driven outreach campaigns
- Consistently meeting or exceeding key performance indicators (KPIs) related to customer satisfaction, resolution time, quality assurance, and productivity
- Capturing, analyzing, and reporting voice of customer (VoC) insights, feedback trends, and service improvement opportunities
- Preparing daily, weekly, and monthly operational reports for leadership and management review
- Maintaining compliance with internal policies, data security standards, and regulatory requirements
Required Skills & Professional Profile
- A proven track record as a high performing customer service or customer support professional
- Minimum 2+ years of experience in customer service, contact center operations, or digital support roles
- Exceptional verbal and written communication skills, with the ability to convey complex information clearly and concisely
- Strong proficiency in Microsoft Office Suite and comfort working with CRM tools, ticketing systems, and digital platforms
- The ability to work independently in a remote environment while contributing effectively to a distributed team
- Excellent organizational, administrative, and time management capabilities
- A calm, courteous, and professional communication style, demonstrating empathy, discretion, and diplomacy
- Multilingual proficiency in Hindi/Urdu and English (additional languages such as Malayalam, Tamil, Bengali, Nepali, Arabic, Telugu, Kannada, or Bhojpuri are highly desirable)
- Flexibility to work rotational shifts between 8:00 AM and 10:00 PM, including weekends or holidays as required
Education & Qualifications
- High School Diploma or equivalent (required)
- Bachelor’s Degree in Business Administration, Communications, or a related field (preferred)
Core Competencies & Soft Skills
- A strong passion for customer advocacy and service excellence
- High emotional intelligence (EQ) with the ability to adapt communication styles to diverse customer profiles
- A consistently positive, resilient, and solution oriented mindset
- Strong analytical and problem solving skills with attention to detail
- The ability to multitask, prioritize competing demands, and manage time effectively in a high volume environment
- A collaborative, team first attitude combined with individual accountability
- Willingness to learn, grow, and continuously improve in a dynamic, fast paced setting
Why Join Us?
- Be part of a high growth FinTech company transforming access to financial services
- Work remotely with a diverse, mission driven, global team
- Contribute directly to financial inclusion, social impact, and digital transformation initiatives
- Gain exposure to cross functional collaboration, scalable operations, and product innovation
- Build a long term career in customer experience, operations, and digital banking support
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