Customer Care Specialist (Hybrid/Remote)

Our client specializing in the Fintech industry is seeking a Customer Care Specialist (Hybrid/Remote). Your roles and responsibilities will in

• Act as the main point of contact for clients, assisting them with any questions or concerns about their custom payment solutions.
• Address inquiries by understanding the requirements, conducting research, and providing detailed responses or explanations.
• Identify and resolve technical or financial issues by thoroughly investigating the root cause, exploring possible solutions, and offering alternatives when necessary.
• Escalate unresolved issues to the appropriate business or system owners, ensuring timely resolution and maintaining open communication channels with clients
• Conduct client training sessions on the use of our systems, platforms, and procedures, enabling clients to fully benefit from offerings.
• Accurately document and update all client interactions and activities in CRM system, maintaining detailed records for future reference and analysis.
• Ensure all actions are performed in accordance with Key Performance Indicators (KPIs) and Service Level Indicators (SLIs)

Working hours - Shift basis (no night shift)

• 7:00am - 4:00pm
• 8:00am-5:00pm
• 9:00pm - 6:00pm
• 10:00am-7:00pm
• Saturday off
• Sunday roster basis - time in lieu week after

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• Possess good interpersonal skills for building relationships with clients and colleagues at all levels
• Proficient in time management and capable of managing multiple tasks and prioritising work in a deadline-driven environment
• Problem-solving abilities and attention to detail, with a focus on delivering exceptional customer service

• Computer proficiency, especially Microsoft Excel.
• Previous experience in customer support, or a similar role within the financial services industry, would be advantageos

• Hybrid Work
• Health/Life/Dental Insurance
• Pension plan after 2 years
• Parking allowance
• Gym Memberships