Customer Service Representative

Job Title: Customer Service Executive

Job Summary

We are looking for a customer-focused and proactive Customer Service Executive to join our team. The ideal candidate enjoys interacting with customers, resolving issues efficiently, and delivering an exceptional customer experience. You will be responsible for handling customer inquiries, resolving concerns related to transactions, and ensuring timely support across multiple communication channels.

Key Responsibilities

• Respond to customer inquiries promptly and professionally via live chat, Zendesk, email, and other support channels.
• Assist customers with issues related to deposits, withdrawals, account verification, and general account inquiries.
• Investigate and resolve customer concerns by utilizing internal CRM systems and other support tools.
• Collaborate with internal departments such as Operations, Compliance, Risk, and Finance to ensure timely resolution of customer issues.
• Maintain accurate records of customer interactions, transactions, and resolutions in CRM and ticketing systems.
• Escalate complex or unresolved issues to the appropriate teams while ensuring timely follow-up.
• Monitor support tickets to ensure all customer requests are addressed within defined service level agreements (SLAs).
• Identify recurring customer issues and provide feedback to improve products, processes, and customer experience.
• Perform data entry and maintain customer records across various internal platforms.
• Deliver a high standard of customer service while maintaining professionalism and empathy.

Qualifications

• Bachelor's degree in any discipline (preferred).1–3 years of experience in Customer Service, Customer Support, or a related role.
• Experience using Zendesk, CRM systems, or other ticketing platforms is preferred.
• Excellent verbal and written communication skills in English.
• Strong interpersonal and problem-solving skills.
• Ability to multitask and manage multiple customer conversations simultaneously.
• Strong organizational skills with attention to detail.
• Comfortable working in a fast-paced environment and handling high volumes of customer interactions.
• Proficiency in Microsoft Office and basic computer applications.

Preferred Skills

• Experience in FinTech, Payments, Cryptocurrency, Forex, or Financial Services is an advantage.
• Familiarity with CRM and ticket management systems.
• Ability to remain calm and professional when handling challenging customer situations.
• Customer-centric mindset with a strong focus on delivering an excellent customer experience.
• Flexible to work rotational shifts, weekends, and public holidays, if required.