Customer Service Representative | Fintech | Outbound SalesCustomer Service Representative | Fintech | Outbound Sales

Key Achievements:

● Managed customer and merchant relationships by resolving complex payment and account-related enquiries across multiple communication channels. ● Engaged with merchants throughout onboarding and account activation, understanding business needs and guiding successful adoption of payment solutions. ● Collaborated with Product, Engineering, Compliance, and Operations teams to deliver timely solutions and enhance the overall customer experience. ● Built trust with merchants through proactive communication, follow-ups, and consultative support, contributing to customer retention and satisfaction. ● Maintained accurate CRM records, case documentation, and customer communications to support operational excellence and business continuity. ● Identified recurring customer challenges, analysed trends, and provided actionable feedback that improved processes and product experience.

Key Achievements:

● Managed high-volume customer interactions across phone, email, and digital channels, delivering professional, consultative support and building strong customer relationships. ● Identified customer needs, provided tailored solutions, and guided customers through products and services to improve satisfaction and retention. ● Managed customer cases from initial engagement through resolution, ensuring timely follow-up, clear communication, and SLA compliance. ● Collaborated with cross-functional teams to resolve complex customer issues and continuously improve the customer experience. ● Maintained accurate CRM records and customer documentation while consistently exceeding quality, productivity, and customer satisfaction KPIs.

Key Achievements:

Guided customers through onboarding, account management, and payment processes, ensuring successful product adoption and a seamless user experience. ● Investigated transaction and account-related issues, coordinating with cross-functional teams to deliver efficient resolutions and maintain customer trust. ● Proactively followed up with customers to ensure issue resolution, improve satisfaction, and strengthen long-term engagement. ● Maintained accurate CRM records, customer documentation, and confidential information in compliance with operational standards. ● Analyzed customer feedback and recurring trends, providing insights that contributed to service improvements and operational efficiency. ● Consistently exceeded quality, productivity, and customer satisfaction targets while working independently in a remote environment.

Key Achievements:

● Supported outbound telesales campaigns during periods of lower inbound demand, engaging prospective and existing customers to promote financial products and generate sales opportunities. ● Built strong customer relationships through proactive communication, consultative conversations, and timely follow-up. ● Qualified customer needs and recommended suitable financial solutions aligned with their requirements. ● Maintained accurate CRM records and customer documentation while ensuring compliance with internal policies and regulatory requirements. ● Identified recurring customer challenges and contributed ideas that improved service delivery and operational processes.

Key Achievements:

● Supported merchants, payment partners, and business customers through email, live chat, and ticketing platforms, delivering timely and professional service. ● Built strong relationships with merchants and payment partners by resolving payment, account, and operational enquiries across multiple communication channels. ● Investigated payment issues, transaction exceptions, and account concerns, collaborating with internal teams and external partners to ensure timely resolution. ● Coordinated with payment service providers to improve transaction performance and maintain a seamless customer experience. ● Maintained accurate customer records, compliance documentation, and operational audit trails in line with company policies. ● Monitored payment activity, identified potential risks, and escalated complex cases in accordance with established procedures.