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 with teams, and requires strong communication, analytical skills, and customer advocacy.
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, effectively, and with minimal friction
- 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 key performance indicators (KPIs) related to customer satisfaction, resolution time, quality assurance, and productivity
- Capture, analyze, and report voice of customer (VoC) 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
- 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
Full Job Posting
About the Company
- Our Client is a mission led, purpose driven financial technology organization committed to redefining the global narrative around 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.
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.
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
Qualifications
- 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
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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