Customer Service Agent

This role is for one of Weekday’s clients
Salary range: Rs 200000 - Rs 500000 (ie INR 2 - 5 LPA)

Min Experience: 1+ years
Location: Bengaluru, Karnataka, India
JobType: full-time

We are looking for a customer-focused Customer Service Agent to serve as the first point of contact for customer queries and concerns related to payments, accounts, cards, KYC verification, and other financial services.

The ideal candidate will combine excellent communication skills, attention to detail, and empathy to deliver a seamless customer experience. Since the role involves handling financial transactions and sensitive customer information, accuracy, sound judgment, and adherence to security and compliance protocols are essential.

You will handle customer interactions across chat, email, and phone, collaborate with internal teams to resolve issues, and share recurring customer feedback to help improve products and services.

Key Responsibilities

• 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.

Required Qualifications and Experience

• 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.

Must-Have Skills

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

Good-to-Have Skills

• 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.