Provide 1st\-level investigation and escalate issues promptly to relevant teams for root cause analysis, speedy resolution, and customer satisfaction.
Gather customer feedback and identify front\-line issues such as application failures, transaction problems, product inquiries, etc., and report them to the supervisor.
Quickly learn and execute new processes related to:
Product launches
Tactical campaigns
System enhancements
Process automation
Channel optimization projects
Perform ad\-hoc tasks to support business operations, such as market research and service quality audits.
Prepare and deliver regular data analytics and project/issue reports to the Customer Support Team Leads and Head of Customer Support.
**Requirements:**
Minimum 2 years of working experience in any service industry; customer service/contact centre experience in banking or financial services is a strong advantage.
Willingness to work weekends and rotational shifts.
Excellent spoken and written English.
Experience in live chat and/or digital servicing channels is a plus.
Typing speed of at least 60 words per minute.
Tech\-savvy and a fast learner; comfortable with digital tools and social media platforms.
Familiarity with Microsoft CRM, Zendesk, LiveChat, or similar platforms is a strong advantage.
Proficient in Microsoft Excel, PowerPoint, and Word.
Customer\-centric mindset with strong attention to detail.
Able to work independently with minimal supervision.
Strong organizational and multitasking skills.
Possesses at least a Diploma in any relevant field.
