Customer Service Representative
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Key skills for this role
About the Role
Cheezee Global is looking for a customer-focused Customer Service Executive to handle inquiries via live chat, Zendesk, and email, resolve issues related to deposits, withdrawals, and account verification, and collaborate with internal teams.
Key Skills for This Role
Responsibilities
- Respond to customer inquiries promptly and professionally via live chat, Zendesk, email, and other support channels
- Assist customers with issues related to deposits, withdrawals, account verification, and general account inquiries
- Investigate and resolve customer concerns by utilizing internal CRM systems and other support tools
- Collaborate with internal departments such as Operations, Compliance, Risk, and Finance to ensure timely resolution of customer issues
- Maintain accurate records of customer interactions, transactions, and resolutions in CRM and ticketing systems
- Escalate complex or unresolved issues to the appropriate teams while ensuring timely follow up
- Monitor support tickets to ensure all customer requests are addressed within defined service level agreements (SLAs)
- Identify recurring customer issues and provide feedback to improve products, processes, and customer experience
- Perform data entry and maintain customer records across various internal platforms
- Deliver a high standard of customer service while maintaining professionalism and empathy
Requirements
- Bachelor's degree in any discipline (preferred)
- 1–3 years of experience in Customer Service, Customer Support, or related role
- Experience using Zendesk, CRM systems, or other ticketing platforms preferred
- Excellent verbal and written communication skills in English
- Strong interpersonal and problem solving skills
- Ability to multitask and manage multiple customer conversations simultaneously
- Strong organizational skills with attention to detail
- Comfortable working in a fast paced environment and handling high volumes of customer interactions
- Proficiency in Microsoft Office and basic computer applications
Full Job Posting
Job Summary
- We are looking for a customer focused and proactive Customer Service Executive to join our team. The ideal candidate enjoys interacting with customers, resolving issues efficiently, and delivering an exceptional customer experience.
Key Responsibilities
- Respond to customer inquiries promptly and professionally via live chat, Zendesk, email, and other support channels.
- Assist customers with issues related to deposits, withdrawals, account verification, and general account inquiries.
- Investigate and resolve customer concerns by utilizing internal CRM systems and other support tools.
- Collaborate with internal departments such as Operations, Compliance, Risk, and Finance to ensure timely resolution of customer issues.
- Maintain accurate records of customer interactions, transactions, and resolutions in CRM and ticketing systems.
- Escalate complex or unresolved issues to the appropriate teams while ensuring timely follow up.
- Monitor support tickets to ensure all customer requests are addressed within defined service level agreements (SLAs).
- Identify recurring customer issues and provide feedback to improve products, processes, and customer experience.
- Perform data entry and maintain customer records across various internal platforms.
- Deliver a high standard of customer service while maintaining professionalism and empathy.
Qualifications
- Bachelor's degree in any discipline (preferred).
- 1–3 years of experience in Customer Service, Customer Support, or a related role.
- Experience using Zendesk, CRM systems, or other ticketing platforms is preferred.
- Excellent verbal and written communication skills in English.
- Strong interpersonal and problem solving skills.
- Ability to multitask and manage multiple customer conversations simultaneously.
- Strong organizational skills with attention to detail.
- Comfortable working in a fast paced environment and handling high volumes of customer interactions.
- Proficiency in Microsoft Office and basic computer applications.
Preferred Skills
- Experience in FinTech, Payments, Cryptocurrency, Forex, or Financial Services is an advantage.
- Familiarity with CRM and ticket management systems.
- Ability to remain calm and professional when handling challenging customer situations.
- Customer centric mindset with a strong focus on delivering an excellent customer experience.
- Flexible to work rotational shifts, weekends, and public holidays, if required.
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