Customer Service Executive (Remote) - Digital Support Operations
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Key skills for this role
About the Role
Manage high-volume customer interactions, provide issue resolution, collaborate with teams, and meet performance indicators in a remote digital support role.
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
- Demonstrate complete ownership of customer cases from first contact to final resolution
- Collaborate with internal stakeholders across departments to identify root causes and deliver solutions
- Escalate complex, high risk, or sensitive issues per protocols
- Support outbound customer communication initiatives
- Meet or exceed KPIs related to customer satisfaction, resolution time, quality assurance, and productivity
- Capture, analyze, and report voice of customer insights and feedback trends
- Prepare daily, weekly, and monthly operational reports for leadership
- Maintain compliance with internal policies, data security standards, and regulatory requirements
Requirements
- Customer obsessed and tech savvy
- Detail oriented and growth focused
- Entrepreneurial mindset with strong sense of ownership
- Ability to thrive in ambiguity and adapt quickly
- Experience in high volume customer support
Full Job Posting
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 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 feedback trends.
- Preparing daily, weekly, and monthly operational reports for leadership.
- Maintaining compliance with internal policies, data security standards, and regulatory requirements.
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