Customer Support Associate

Our client,
a fast -growing fintech company, is seeking a highly proactive and
customer -focused Customer Support Associate to join its dynamic team. Our
client is committed to delivering seamless, secure, and reliable payment
solutions, with a strong focus on customer satisfaction, service excellence,
and operational efficiency.

The Customer
Support Associate will play a key role in managing
customer interactions, resolving inquiries, and ensuring a smooth user
experience across the company’s platforms. The ideal candidate will be
empathetic, solution -oriented, and detail -driven, capable of supporting
customers via phone, WhatsApp, email, chat, and other digital channels.

Customer Engagement & Support

·       Respond to customer inquiries, complaints,
and service requests across phone, email, chat, and digital platforms in line
with defined SLAs.

·       Manage a high volume of customer interactions
while maintaining professionalism, empathy, and service quality.

·       Build and sustain positive customer
relationships through clear, courteous, and solution -focused communication.

Issue Resolution & Escalation

• Identify customer needs and provide timely, effective solutions to
  ensure customer satisfaction and retention.
  
• Escalate complex, sensitive, or unresolved issues to relevant
  internal teams within agreed timelines.
  
• Follow up on escalated cases to ensure resolution and customer
  closure.
  

Information Accuracy & Systems Management

• Provide accurate, complete, and consistent information using
  approved internal tools, systems, and processes.
  
• Maintain detailed and up -to -date records of customer interactions
  on CRM and support platforms.
  
• Ensure data accuracy and proper documentation for reporting and
  audit purposes.
  

Compliance & Quality Assurance

• Adhere strictly to communication guidelines, customer service
  policies, and regulatory or compliance requirements.
  
• Maintain confidentiality and handle customer data responsibly in
  line with company standards. 
  

Feedback, Reporting & Continuous Improvement

• Gather customer feedback and share insights with internal
  stakeholders to support product and service improvements.
  
• Contribute to the continuous improvement of customer support
  processes, knowledge bases, and documentation.
  
• Support
  service quality initiatives and performance reviews as required.
  

Requirements

• Bachelor’s degree in Business administration,
  Social Sciences or any related field
  
• 3 - 5 years of proven experience in a customer
  support or customer service role.
  
• Prior experience in a Fintech and/or B2B
  environment is required.
  
• Demonstrates strong verbal and written
  communication skills with a clear and professional tone.
  
• Customer -focused mindset with patience,
  empathy, and attention to detail.
  
• Strong problem -solving and conflict -resolution
  abilities, with the capacity to manage difficult customer interactions calmly.
  
• Excellent time management and organizational
  skills, with the ability to prioritize tasks effectively.
  
• Familiarity with CRM systems and customer
  support tools for case management and documentation.
  
• Ability to handle high -pressure situations and
  manage large volumes of customer interactions efficiently.
  
• Maintains accuracy and professionalism while
  working across multiple communication channels (phone, email, chat, digital
  platforms).
  
• Proficient in Microsoft Office tools (Excel,
  Word) and general computer applications.
  
• Demonstrates reliability, accountability, and
  adherence to service guidelines and operational processes.
  
• Ability to work independently while
  collaborating effectively with cross -functional teams.
  
• Maintains a professional attitude and conduct
  at all times.
  

Benefits

• A collaborative and dynamic work environment.
  
• Competitive salary and benefits package.
  
• Professional development and training
  opportunities.