ജോലി വിവരണം

About the Company

The client is a purpose-led financial technology business focused on expanding financial freedom, widening access to banking, and creating digital products that better serve underserved and unbanked communities. Its work is guided by a mission to remove barriers to financial empowerment through customer-first, scalable solutions built with technology, data insights, and strong service standards.

As the company grows, it is seeking strong-performing Customer Service Executives who can thrive in a fast-paced digital environment and help shape the future of remote support operations.

Role Overview

This remote position is a high-impact role for someone who wants to help design, improve, and scale customer experience processes from the ground up. You will act as a key first point of contact for cardholders, delivering responsive, empathetic, and resolution-focused support.

The ideal candidate is highly customer-oriented, comfortable with technology, detail-driven, and eager to take ownership. You should be able to work well amid change, stay composed when handling complex issues, and contribute ideas that improve customer service and operational performance.

You will also work closely with teams across operations, product, compliance, risk, and engineering, sharing customer feedback that helps guide product improvements and service enhancements.

Key Responsibilities

Handle a large volume of inbound customer queries through live chat and other digital support channels with speed, accuracy, and professionalism.
Resolve customer issues end to end so that cardholder concerns are addressed quickly and with as little friction as possible.
Take full ownership of customer cases from the first interaction through closure, keeping clear and complete records at every stage.
Work with internal teams across departments to identify the root cause of issues and support durable solutions.
Escalate complex, high-risk, or sensitive matters according to defined escalation procedures and compliance expectations.
Assist with outbound customer communication activities, including follow-up calls and business-led outreach campaigns.
Consistently achieve or exceed targets tied to customer satisfaction, resolution speed, service quality, and productivity.
Collect, review, and report customer feedback, trend patterns, and opportunities to improve service.
Prepare daily, weekly, and monthly reports for leadership review.
Follow internal policies, data protection standards, and regulatory requirements at all times.

Requirements

Proven success in customer service or customer support roles.
At least 2 years of experience in customer service, contact centre operations, or digital support.
Strong verbal and written communication skills with the ability to explain information clearly and briefly.
Good working knowledge of Microsoft Office and comfort using CRM platforms, ticketing tools, and digital systems.
Ability to work independently in a remote setup while staying effective within a distributed team.
Strong organization, administration, and time-management skills.
Professional, calm, and courteous communication style with empathy, discretion, and tact.
Fluency in Hindi/Urdu and English is required; additional languages such as Malayalam, Tamil, Bengali, Nepali, Arabic, Telugu, Kannada, or Bhojpuri are a strong advantage.
Availability to work rotational shifts between 8:00 AM and 10:00 PM, including weekends or holidays when needed.
High School Diploma or equivalent is required.
A Bachelor’s degree in Business Administration, Communications, or a related subject is preferred.

Core Competencies

Strong commitment to customer advocacy and excellent service delivery.
High emotional intelligence and the ability to adapt communication for different customer needs.
Positive, resilient, and solution-focused mindset.
Solid analytical thinking and problem-solving ability with attention to detail.
Ability to manage multiple tasks, prioritize effectively, and stay organized in a high-volume environment.
Team-oriented approach balanced with personal accountability.
Willingness to learn, improve, and grow in a fast-changing environment.

Why This Role Stands Out

Opportunity to join a fast-growing FinTech company focused on improving access to financial services.
Remote work with a diverse, mission-driven international team.
Direct contribution to financial inclusion, social impact, and digital transformation.
Exposure to cross-functional work, scalable operations, and product innovation.
A pathway to build a long-term career in customer experience, operations, and digital banking support.

Customer Service Executive