Customer Service Executive (Remote) - Digital Support Operations
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Key skills for this role
About the Role
The role involves managing customer interactions, providing issue resolution, collaborating cross-functionally, and requires strong communication, analytical skills, and custome.
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 sensitive 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 feedback trends
- Prepare daily, weekly, and monthly operational reports
Requirements
- Minimum 2+ years of experience in customer service, contact center operations, or digital support roles
- Exceptional verbal and written communication skills in English
- Strong proficiency in Microsoft Office Suite and CRM tools
- Multilingual proficiency in Hindi/Urdu and English
- 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 and inclusive digital banking solutions.
- They aim to eliminate systemic barriers to financial empowerment by building scalable, customer centric financial products.
About the Role
- This is a high visibility, high impact remote role for professionals who want to build, scale, and optimize customer experience frameworks.
- You will serve as a critical frontline ambassador, acting as the primary point of contact for cardholders.
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 and effectively.
- Demonstrating complete ownership of customer cases from first contact to final resolution.
- 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 protocols.
- Supporting outbound customer communication initiatives, including follow up calls and outreach campaigns.
- Consistently meeting or exceeding KPIs related to customer satisfaction, resolution time, quality assurance, and productivity.
- Capturing, analyzing, and reporting voice of customer insights and service improvement opportunities.
- Preparing daily, weekly, and monthly operational reports for leadership 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.
- 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 while contributing effectively to a distributed team.
- Excellent organizational, administrative, and time management capabilities.
- A calm, courteous, and professional communication style, demonstrating empathy and discretion.
- Multilingual proficiency in Hindi/Urdu and English (additional languages highly desirable).
- Flexibility to work rotational shifts between 8:00 AM and 10:00 PM, including weekends or holidays.
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.
- A consistently positive, resilient, and solution oriented mindset.
- Strong analytical and problem solving skills with attention to detail.
- Ability to multitask, prioritize, and manage time effectively in a high volume environment.
- A collaborative, team first attitude combined with individual accountability.
- Willingness to learn and continuously improve in a dynamic 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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