Customer Support Agent

About the role

We are looking for a Customer Support Agent to assist our clients with banking and digital wallet services. You will handle inquiries across multiple channels, ensure timely resolutions, and contribute to a high‑quality customer experience.

Key responsibilities

• Respond to customer inquiries, complaints, and service requests via phone, email, chat, and other channels.
• Assist customers with transactions, account‑related requests, payment questions, and digital banking features.
• Support account verification, recovery, and authentication processes following 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 proper closure within SLA timelines.
• Manage support tickets through the ticketing system, ensuring timely responses and documentation.

Required profile

• Bachelor’s degree in Business Administration, Banking & Finance, Communications, or a related field.
• At least 2 years of experience in customer support, banking operations, call centers, 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 and ticketing systems.