Customer Support Representative

Who you are

• Bachelor’s degree.
  
• At least 3 years of experience in a CSR position, ideally from fintech, financial services or telecom sectors.
  
• Experience as a team leader will be an advantage.
  
• Proficient in Microsoft Office applications.
  
• Experience working with help-desk management tools (Zendesk, Freshdesk, etc.) – an advantage.
  
• Strong written and verbal communication and strong active listening skills.
  
• Exceptional interpersonal and rapport building skills.
  
• A patient and empathetic attitude.
  
• Strong time management and organizational skills.
  
• Ability to work in a fast-paced environment.
  
• Unquestionable integrity in handling sensitive and confidential information.
  
• Comfortable working during the weekend.
  

• Manage large numbers of inbound and outbound calls in a timely manner.
  
• Respond appropriately to customers’ emails and calls.
  
• Follow communication “scripts” when handling different topics.
  
• Identify customers’ needs, clarify information, investigate and provide relevant solutions.
  
• Seize opportunities to upsell the company’s product when they arise.
  
• Build sustainable relationships and engage customers by going the extra mile.
  
• Keep records of all conversations in our call center database in a comprehensible way.
  
• Meet personal/team qualitative and quantitative targets.
  
• De-escalate situations involving dissatisfied customers, offering patient assistance and support.
  
• Guide customers through troubleshooting and using products or services.
  
• Manage and train other members of your team to improve customer service.
  
• Diligently perform other official tasks assigned to you.