Customer Service Executive (Remote) - Digital Support Operations
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
A financial technology organization seeks a Customer Service Executive to provide remote digital support for cardholders. The role involves managing high-volume inbound interactions via live chat, resolving issues, and collaborating 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
- 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 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
- 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 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
- Bachelor’s Degree in Business Administration, Communications, or related field (preferred)
Full Job Posting
About The Company
- Mission led, purpose driven financial technology organization committed to financial freedom, economic accessibility, and inclusive digital banking solutions.
- Aims to eliminate systemic barriers to financial empowerment by building scalable, customer centric financial products for underserved and unbanked populations.
About The Role
- High visibility, high impact remote role for professionals to build, scale, and optimize customer experience frameworks.
- Serve as a critical frontline ambassador, 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 and effectively.
- 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 KPIs related to customer satisfaction, resolution time, quality assurance, and productivity.
- Capturing, analyzing, and reporting voice of customer 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
- 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 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.
- Calm, courteous, and professional communication style demonstrating empathy, discretion, and diplomacy.
- Multilingual proficiency in Hindi/Urdu and English (additional languages 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
- Strong passion for customer advocacy and service excellence.
- High emotional intelligence (EQ) with ability to adapt communication styles.
- Consistently positive, resilient, and solution oriented mindset.
- Strong analytical and problem solving skills with attention to detail.
- Ability to multitask, prioritize competing demands, and manage time effectively.
- Collaborative, team first attitude combined with individual accountability.
- Willingness to learn, grow, 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.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at PULSEMEDIA (MENA)
Remote Customer Service Specialist
Ajman, UAE
PULSEMEDIA (MENA) is seeking a dedicated Remote Customer Service Specialist to serve as the first point of contact for customers, providing exceptional support across multiple channels. You will answer questions, resolve
Customer Service Executive (Remote) - Digital Support Operations
Jeddah, KSA
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
Customer Service Executive (Remote) - Digital Support Operations
Dubai, UAE
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 cros
Remote Customer Support Specialist
Sharjah, UAE
PULSEMEDIA (MENA) is seeking a customer-focused Remote Customer Support Specialist to provide timely support and resolve inquiries across email, live chat, and phone. The ideal candidate has 1-2 years of customer service
Remote Customer Support Specialist
Riyadh, KSA
PULSEMEDIA (MENA) is seeking a customer-focused Remote Customer Support Specialist to provide timely support via email, live chat, and phone. The role involves resolving inquiries, documenting interactions in CRM, and co
Administrative Professional - Operations & Office Support (Remote)
Riyadh, KSA
We are looking for a reliable, detail-oriented Remote Administrative Assistant to support our operations team in the MENA region. This entry-level role involves data management, workflow coordination, and administrative
Administrative Professional - Operations & Office Support (Remote)
Jeddah, KSA
We are looking for a reliable, detail-oriented Remote Administrative Assistant to support our operations team serving the MENA region. This entry-level role involves managing data, tracking workflows, maintaining documen
Administrative Professional - Operations & Office Support (Remote)
Abu Dhabi, UAE
PULSEMEDIA (MENA) is seeking a reliable, detail-oriented Remote Administrative Assistant to support operations across the MENA region. This entry-level role involves data management, workflow coordination, and administra
Remote Customer Service Specialist
Ajman, UAE
Customer Service Executive (Remote) - Digital Support Operations
Jeddah, KSA
Customer Service Executive (Remote) - Digital Support Operations
Dubai, UAE
Remote Customer Support Specialist
Sharjah, UAE
Remote Customer Support Specialist
Riyadh, KSA
Administrative Professional - Operations & Office Support (Remote)
Riyadh, KSA
Administrative Professional - Operations & Office Support (Remote)
Jeddah, KSA
Administrative Professional - Operations & Office Support (Remote)
Abu Dhabi, UAE