Customer Service Agent

India·BangaloreFull-timemid

Customer Support SpecialistCustomer

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Quick Summary

Overview

This role is for one of Weekday’s clientsSalary range: Rs 200000 - Rs 500000 (ie INR 2 - 5 LPA) Min Experience: 1+ yearsLocation: Bengaluru, Karnataka,

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Customer Support SpecialistCustomer

Requirements

~1 min read

1–3 years of experience in customer service or customer support, preferably in fintech, banking, payments, or another regulated industry.
Excellent written and verbal communication skills in English, with the ability to explain financial concepts clearly.
Strong attention to detail and sound judgment when handling sensitive account and payment-related concerns.
Familiarity with ticketing and Customer Relationship Management (CRM) tools such as Zendesk, Freshdesk, or Intercom, or the ability to learn new systems quickly.
Ability to remain calm, patient, and empathetic when dealing with frustrated customers, including situations involving financial losses.
Understanding of KYC, Anti-Money Laundering (AML), data privacy, and secure information-handling practices, or willingness to learn quickly.
Flexibility to work rotational shifts, including weekends and holidays, as required.
Bachelor's degree or equivalent practical experience.

Responsibilities

~1 min read

→Respond to customer queries through chat, email, and phone within defined Service Level Agreements (SLAs).
→Resolve customer issues related to payments, fund transfers, card transactions, account access, onboarding, and KYC verification.
→Ensure a high first-contact resolution rate while maintaining a positive and professional customer experience.
→Follow compliance, data privacy, and information security protocols during every customer interaction.
→Perform identity verification before making account changes and ensure sensitive customer information is handled securely.
→Escalate complex payment, account, fraud, dispute, or compliance-related issues to the appropriate internal teams.
→Identify recurring customer concerns and share actionable feedback with Product and Engineering teams.
→Meet individual and team performance targets, including response time, resolution time, Customer Satisfaction (CSAT), and quality scores.
→Maintain accurate records of customer interactions, issues, and resolutions using internal support systems.

Customer Service and Customer Support
Excellent English Communication
Strong Attention to Detail
Problem-Solving and Issue Resolution
Empathy and Customer Handling

Experience in fintech, banking, or payments.
Familiarity with payment systems and concepts such as UPI, card networks, chargebacks, and settlement cycles.
Experience with customer support quality frameworks, macros, automation, or chatbot escalation workflows.
Exposure to fraud prevention, dispute management, and compliance escalation processes.