Customer Support Officer (Fintech / Financial Services) - Dayshift / Onsite

Responsibilities

• Serve as the first point of contact for customers across phone, email, and ticket-based support channels.
• Handle a high volume of inbound customer enquiries while maintaining a professional, customer-focused approach.
• Respond to customer enquiries relating to account information, product enquiries, warranty requests, contract queries, payments, billing matters, and general account support.
• Deliver accurate, timely, and consistent responses in accordance with company policies, procedures, and service standards.
• Resolve Tier 1 customer enquiries using established frameworks, knowledge bases, and internal processes.
• Escalate complex or unresolved issues to the appropriate internal team while ensuring a smooth customer experience.
• Maintain a strong focus on first-contact resolution and customer satisfaction.
• Manage customer communications and support activities through Zendesk and o...