客户支持代理 - 网上银行
Customer Support Agent - Online Banking
轮班制度：7x24小时轮班制，包括周末
我们的客户是一家快速发展的金融科技公司，正在寻找客户支持专员加入他们的国际团队。这是面向以客户为中心的专业人士的绝佳机会，要求有金融服务业、支付、金融科技、加密货币或银行环境的工作经验。
您将在支持用户处理支付、交易、账户相关查询和金融产品的同时，发挥关键作用，为客户提供卓越的体验。
主要职责
- 通过聊天、电子邮件、电话和其他数字沟通渠道提供专业的客户服务。
- 高效处理客户咨询，同时保持高水平的客户满意度。
- 调查并解决与账户、支付、卡片、转账和交易相关的问题。
- 向客户介绍产品、服务、安全措施和自助工具。
- 在必要时将复杂案例转交给相关内部团队。
- 使用CRM和支持平台准确记录客户互动信息。
- 监控客户反馈，识别服务改进的机会。
- 通过识别可疑活动并遵循既定流程，协助防范欺诈行为。
- 确保符合监管要求、内部政策、反洗钱/了解你的客户（AML/KYC）标准和数据保护法规。
- 与内部团队协作，确保无缝的客户体验。
- 为内部文档和知识共享计划做出贡献。
要求
- 在金融科技、银行、支付、加密货币、金融服务或受监管的金融环境中具有相关工作经验。
- 对支付系统如SWIFT、SEPA和ACH有深入了解。
- 具备外汇交易、数字支付或加密货币产品的经验是高度优先的。
- 了解反洗钱（AML）、了解你的客户（KYC）、合规性和金融法规。
- 具有在专业环境下处理客户咨询、投诉和服务请求的经验。
- 具备良好的沟通能力，英语书面和口语表达优秀。
- 有使用客户支持平台如Zendesk、Intercom或类似CRM工具的经验。
- 具备出色的解决问题能力和细致入微的注意力。
- 能够在快节奏、以客户为中心的环境中茁壮成长。
- 具备良好的人际交往能力，采用富有同理心和以解决方案为导向的方法。
加分项
- 掌握其他语言，如西班牙语、阿拉伯语、波斯语、德语、他加禄语、印地语等
查看英文原文
Shift Pattern: 24/7 Rotational Schedule, Including Weekends
Our client is a fast-growing fintech company seeking Customer Support Agents to join their international team. This is an excellent opportunity for customer-focused professionals with experience in financial services, payments, fintech, cryptocurrency, or banking environments.
You will play a key role in delivering exceptional customer experiences while supporting users with payments, transactions, account-related inquiries, and financial products.
Key Responsibilities
- Provide professional customer support via chat, email, phone, and other digital communication channels.
- Handle customer inquiries efficiently while maintaining high levels of customer satisfaction.
- Investigate and resolve issues relating to accounts, payments, cards, transfers, and transactions.
- Educate customers on products, services, security measures, and self-service tools.
- Escalate complex cases to relevant internal teams when necessary.
- Maintain accurate records of customer interactions using CRM and support platforms.
- Monitor customer feedback and identify opportunities for service improvements.
- Support fraud prevention efforts by identifying suspicious activity and following established procedures.
- Ensure compliance with regulatory requirements, internal policies, AML/KYC standards, and data protection regulations.
- Collaborate with internal teams to ensure a seamless customer experience.
- Contribute to internal documentation and knowledge-sharing initiatives.
Requirements
- Previous experience within fintech, banking, payments, cryptocurrency, financial services, or a regulated financial environment.
- Strong understanding of payment systems such as SWIFT, SEPA, and ACH.
- Exposure to FX trading, digital payments, or cryptocurrency products is highly desirable.
- Knowledge of AML, KYC, compliance, and financial regulations.
- Experience handling customer inquiries, complaints, and service requests in a professional manner.
- Strong communication skills with excellent written and spoken English.
- Experience using customer support platforms such as Zendesk, Intercom, or similar CRM tools.
- Excellent problem-solving abilities and attention to detail.
- Ability to thrive in a fast-paced, customer-centric environment.
- Strong interpersonal skills with an empathetic and solution-oriented approach.
Nice to Have
- Additional languages such as Spanish, Arabic, Farsi, German, Tagalog, Hindi, or Portuguese.
- Experience in AI-powered tools and technologies.
What We Offer
- Performance-based bonus structure.
- Opportunity to join a rapidly growing fintech business.
- Career development and progression opportunities.
- International and collaborative work environment.
- Exposure to high-level support operations and cross-functional teams.
- Dynamic and innovative company culture.
If you have a passion for customer service and are looking to develop your career within the fintech industry, we'd love to hear from you.
Originally posted on Himalayas