What you will do
● 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.

Who you are
● Bachelor’s degree.
● At least 2 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.