Customer Support Agent – Banking & Digital Wallet Services

About the role

The Customer Support Agent will handle customer inquiries, provide assistance for banking and digital wallet services, and ensure timely resolution of concerns while delivering a high‑quality experience across multiple communication channels.

Key responsibilities

• Handle customer inquiries, complaints and service requests across phone, email and chat.
• Assist customers with transactions, account‑related requests, payment inquiries and digital banking services.
• Support account verification, recovery and authentication processes in line with security standards.
• Escalate operational or technical issues to the appropriate departments.
• Maintain accurate records of interactions, complaints and resolutions in the support system.
• Educate customers on digital‑wallet features, banking products, payment methods and security best practices.
• Follow up on unresolved cases to ensure closure within agreed service timelines.
• Manage support tickets, ensuring timely responses, documentation and SLA compliance.

Required profile

• Bachelor’s degree in Business Administration, Banking & Finance, Communications or a related field.
• Minimum 2 years of experience in customer support, banking operations, call centres or financial services.
• Professional proficiency in the local language and English.
• Strong communication, problem‑solving and conflict‑resolution abilities.
• Ability to work under pressure while maintaining a customer‑oriented mindset.

Required skills

• Familiarity with customer support platforms.
• Experience using CRM tools.
• Knowledge of banking systems.