Customer Service Agent

Job Overview:
We are looking for a Customer Service Agent to join our fast-growing financial technology (FinTech) team.
This role is responsible for supporting customers across digital financial products and services, resolving inquiries and complaints efficiently, and ensuring a smooth and trusted customer experience.
The ideal candidate is customer-focused, patient, analytical, and comfortable working in a technology-driven, fast-paced environment.
Experience in FinTech, digital banking, e-wallets, payments, or financial services is highly preferred.

Responsibilities:
● Handle customer inquiries, requests, and complaints related to financial products, digital platforms, payments, accounts, and company offerings.
● Provide accurate, professional, and timely support via chat, email, phone, and other channels.
● Understand and support the company’s financial products, technology solutions, features, processes, and policies.
● Investigate issues, identify root causes, and determine appropriate solutions.
● Clearly explain solutions and guide customers through troubleshooting and product-related processes.

● Professionally handle sensitive concerns involving payments, transactions, account access, refunds, verification, and financial services.
● Follow up to ensure issues are fully resolved and customer satisfaction is maintained.
● Coordinate with Operations, Product, Technology, Risk, Compliance, Fraud, Payments, Finance, and other relevant teams on complex cases.
● Escalate technical, operational, financial, or compliance-related issues when required.
● Maintain accurate customer interaction, case, and resolution records in the CRM/ticketing system.
● Identify recurring issues and provide feedback to improve products, processes, and customer experience.
● Ensure all interactions comply with company policies, data privacy, security procedures, an dapplicable financial-service regulations.

● Bachelor’s Degree in any field: Business, Finance, Banking, Economics, or related disciplines are an advantage.
● At least 2 years’ experience in customer service/support, FinTech, financial services, banking, e-commerce, or related fields.
● Experience supporting digital products, financial applications, payment platforms, e-wallets, or online banking is highly preferred.
● Familiarity with Freshdesk, Freshchat, Freshcaller, Zendesk, Salesforce, or equivalent platforms is an advantage.
● Strong communication, interpersonal, problem-solving, and analytical skills.
● Professional, patient, calm, and empathetic when handling customers, including difficult or escalated cases.
● Conversational English is preferred.
● Able to work in a dynamic, fast-paced, customer-centric environment with strong attention to detail.
● Willing to work shifting schedules, including day/night shifts, weekends, and public holidays.