Tier 1 Customer Success Agent
P
PossibleFinTech consumer finance
Remote, PhilippinesFull-TimeEntry
Salary not disclosed
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Job Details
- Languages
- Fluency in English, both written and verbal
- Experience
- 1-2 years of experience in a customer service role
- Required Skills
- Customer serviceWritten communicationVerbal communicationCustomer support
Requirements
- Be fluent in English, both written and verbal.
- Demonstrate the ability to support customers via chat, phone, and email.
- Have 1-2 years of experience in a customer service role.
- Communicate effectively with internal teams, partners, and customers.
- Manage multiple tasks in a fast-paced, constantly evolving environment.
- Be self-motivated to gain basic proficiency with new technologies, including AI usage.
- Work independently or in small teams.
- Demonstrate strong analytical problem-solving abilities.
- Experience in the FinTech care industry is a plus.
Responsibilities
- Receive and respond to customer inquiries via email, callbacks, and other channels as needed.
- Classify inquiries based on severity and priority.
- Investigate and resolve inquiries using knowledge base articles and reference materials.
- Escalate issues requiring additional expertise, investigation, or troubleshooting to the Tier 2 / Tier 3 team.
- Retain ownership of requests and provide timely customer updates until resolution or escalation.
- Cross-train to provide backup coverage for other Operations areas as needed.
- Build a comprehensive understanding of the company mission, products, and services.
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