Customers Support Associate at PeopleOS

Description

• The Customer Support Associate will play a key role in managing customer interactions, resolving inquiries, and ensuring a smooth user experience across the company’s platforms.
• The ideal candidate will be empathetic, solution-oriented, and detail-driven, capable of supporting customers via phone, WhatsApp, email, chat, and other digital channels.
• This role requires an individual who is confident in customer engagement, understands fintech service environments, and can effectively handle high volumes of customer requests while meeting defined service standards and response timelines.

Summary of Responsibilities
Customer Engagement & Support:

• Respond to customer inquiries, complaints, and service requests across phone, email, chat, and digital platforms in line with defined SLAs.
• Manage a high volume of customer interactions while maintaining professionalism, empathy, and service quality.
• Build and sustain positive customer relationships through clear, courteous, and solution-focused
• communication.

Issue Resolution & Escalation:

• Identify customer needs and provide timely, effective solutions to ensure customer satisfaction and retention.
• Escalate complex, sensitive, or unresolved issues to relevant internal teams within agreed timelines.
• Follow up on escalated cases to ensure resolution and customer closure.

Information Accuracy & Systems Management:

• Provide accurate, complete, and consistent information using approved internal tools, systems, and processes.
• Maintain detailed and up-to-date records of customer interactions on CRM and support platforms.
• Ensure data accuracy and proper documentation for reporting and audit purpose

Compliance & Quality Assurance:

• Adhere strictly to communication guidelines, customer service policies, and regulatory or compliance requirements.
• Maintain confidentiality and handle customer data responsibly in line with company standards.

Feedback, Reporting & Continuous Improvement:

• Gather customer feedback and share insights with internal stakeholders to support product and service improvements.
• Contribute to the continuous improvement of customer support processes, knowledge bases, and documentation.
• Support service quality initiatives and performance reviews as required.

The Ideal Candidate

• Bachelor’s Degree in Business administration, Social Sciences or any related field.
• 3 - 5 years of proven experience in a customer support or customer service role.
• Prior experience in a Fintech and/or B2B environment is required.
• Demonstrates strong verbal and written communication skills with a clear and professional tone.
• Customer-focused mindset with patience, empathy, and attention to detail.
• Strong problem-solving and conflict-resolution abilities, with the capacity to manage difficult customer interactions calmly.
• Excellent time management and organizational skills, with the ability to prioritize tasks effectively.
• Familiarity with CRM systems and customer support tools for case management and documentation.
• Ability to handle high-pressure situations and manage large volumes of customer interactions efficiently.
• Maintains accuracy and professionalism while working across multiple communication channels (phone, email, chat, digital platforms).
• Proficient in Microsoft Office tools (Excel, Word) and general computer applications.
• Demonstrates reliability, accountability, and adherence to service guidelines and operational processes.
• Ability to work independently while collaborating effectively with cross-functional teams.
• Maintains a professional attitude and conduct at all times.

Remuneration
We offer competitive salary and benefits package.