Responsibilities:

• Respond to account takeover and fraud-related concerns via email/phone
• Able to multitask and meet the responsibilities by the end of the day
• Able to suggest and make recommendations for process improvements/changes
• Raise concerns/issues to ensure better management of customer experience
• Identify and assess customers’ needs to achieve satisfaction
• Manage large amounts of inbound and outbound calls
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/customer support team sales targets and call-handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure the resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

Basic Qualifications

• Work experience in a high-energy, productive environment
• Excellence in both written and spoken English
• Outstanding comprehension and writing skills
• High proficiency in using computers (typing, quickly navigating between various tools) and software
• Excellent problem-solving skills, ability to connect optimally what users are asking for with answers to their actual issues
• Passion for creating support experiences that exceed users’ expectations
• Willingness to work in a team environment, contributing to a collaborative work environment where people learn from one another and continuously improve processes on behalf of users
• A desire to work on different shifts, totaling 40 hours per week, including weekends, holidays, and weekly evening shifts
• Willing to be moved from periodically to other projects and accounts or where the business needs them
• Proficient in English (Oral & Written)

Preferred Qualifications

• A bachelor’s degree from any field is preferred but not a requirement
• 1+ years of total work experience in a high-growth, productive, constantly changing environment
• Work experience in customer-centric industries (ex., Ride-sharing, Hotels, airlines, banking) is preferred
• Extensive experience dealing with different markets (countries) and having a good understanding of cultural differences is preferred