Manage and respond to customer queries via email, inbound tickets, phone calls, social media etc.
Provide real-time support through live chat and inbound tickets to address and resolve issues efficiently.
Support users with onboarding, payment-related issues, disputes, and other queries promptly.
Collaborate closely with internal teams including Compliance, Engineering, and Product to enhance processes and customer service tools.
Contribute to the improvement of support processes by identifying issues and recognising trends.
Assist in documenting processes to develop operational guidelines and procedures as we continue our growth.
Work under the guidance of the operations lead to plan and coordinate operational activities to ensure KPI’s are achieved.
Monitor day-to-day operations, track performance, and recommend procedural enhancements to boost efficiency and maintain quality standards.

Proven experience in customer service or operations, preferably in payments or finance industry.
Excellent communication and interpersonal skills, with a knack for problem-solving.
Ability to handle multiple tasks simultaneously and meet tight deadlines.
Strong organisational skills and attention to detail.
Proficient with zendesk.
Being familiar with google suite and CRM systems is an added bonus.

Customer Service Agent

Key skills