Customer Service Executive

About the Company

The client is a values-led financial technology business focused on expanding access to financial freedom and inclusive digital banking. Its purpose is to remove long-standing barriers to financial empowerment by creating scalable, customer-first financial products for underserved and unbanked communities.

Using technology, data insights, and strong service standards, the organization aims to create lasting impact where fintech, customer experience, and social responsibility meet. As it scales, it is seeking driven customer service professionals who can help shape remote support operations in a fast-moving digital environment.

About the Role

This remote position is a high-impact opportunity for someone who wants to help build and improve customer experience processes from the beginning. You will be the first point of contact for cardholders and will represent the brand through empathetic, efficient, and solution-oriented support.

The ideal candidate is highly customer-focused, comfortable with technology, detail-oriented, and motivated to take ownership. Success in this role requires comfort with change, the ability to work through ambiguity, and the confidence to resolve issues quickly and professionally.

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

Key Responsibilities

• Handle a large number of incoming customer queries through live chat and other digital support channels with accuracy, speed, and professionalism.
• Own customer issues from the initial contact through to complete resolution, ensuring a smooth and low-friction experience.
• Keep detailed records of case handling and maintain clear documentation throughout the support process.
• Partner with teams across the business to uncover root causes and help deliver durable fixes.
• Escalate complex, high-risk, or sensitive matters following internal escalation and compliance procedures.
• Carry out outbound customer communication activities such as follow-up calls and campaign-related outreach.
• Work toward or beyond targets for customer satisfaction, resolution speed, quality, and productivity.
• Collect, review, and report customer feedback, trends, and improvement opportunities.
• Prepare operational reports on a daily, weekly, and monthly basis for leadership review.
• Follow internal policies, data protection expectations, and regulatory requirements at all times.

Required Experience and Skills

• Prior success in customer service, customer support, contact center, or digital support roles.
• At least 2 years of experience in customer service or related support operations.
• Strong spoken and written communication skills with the ability to explain information clearly and concisely.
• Good working knowledge of Microsoft Office tools and familiarity with CRM, ticketing, or other digital support systems.
• Ability to work effectively on your own in a remote setup while staying aligned with a distributed team.
• Strong organization, administration, and time management skills.
• Professional, calm, and courteous communication style with empathy, tact, and discretion.
• Ability to communicate in Hindi/Urdu and English; additional knowledge of Malayalam, Tamil, Bengali, Nepali, Arabic, Telugu, Kannada, or Bhojpuri is a plus.
• Willingness to work rotational shifts between 8:00 AM and 10:00 PM, including weekends and holidays when needed.

Education and Qualifications

• High school diploma or an equivalent qualification is mandatory.
• A bachelor’s degree in Business Administration, Communications, or a similar field is preferred.

Core Competencies

• Strong commitment to customer advocacy and service quality.
• High emotional intelligence and the ability to adapt communication to different customer needs.
• Positive, resilient, and solution-focused attitude.
• Analytical thinking and careful attention to detail.
• Ability to manage multiple priorities in a high-volume environment.
• Team-oriented mindset with personal accountability.
• Openness to learning and continuous improvement in a fast-changing setting.

Why Join Us

• Be part of a fast-growing fintech organization helping expand access to financial services.
• Work remotely with a diverse and mission-driven international team.
• Contribute to financial inclusion, social impact, and digital transformation.
• Gain exposure to cross-functional work, scalable operations, and product innovation.
• Build a long-term career in customer experience, operations, and digital banking support.