Customer Service Representative
Job Description
Customer Reception & Basic Assistance:
* Greet and welcome walk-in customers courteously.
* Assist with routine account inquiries, basic transactions, and platform navigation.
Inquiry Triage & Escalation:
* Identify and escalate complex or technical issues to the Supervisor or Backend Support teams.
* Ensure timely handoff by accurately documenting customer concerns.
Platform Guidance & Education:
* Provide simple demonstrations of web and mobile app features.
* Share best practices for account security and transaction processes.
Documentation & Reporting:
* Record customer interactions, inquiries, and outcomes in the CRM system.
* Maintain logs of frequent questions and suggest improvements to the workflow.
Compliance & Procedure Adherence:
* Follow KYC procedures for identity verification and complete required forms.
* Adhere to cash-handling protocols for in-person transactions (if applicable).
Job Requirements
• Diploma or Bachelor’s degree in any field.
• 1–2 years of customer service or front-office experience, preferably in banking, retail, or
hospitality.
• Strong verbal communication skills in English.
• Friendly, professional demeanor with a customer-first attitude.
• Willingness to learn digital platform features and fintech products.
• Basic computer literacy and comfort using CRM or ticketing systems.
