• 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.

• Qualifications, Skills and Experience: • Bachelor’s degree. • At least 3 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.