Customer Care Agent – Digital Financial Services

About the role

The Customer Care Agent – Digital Financial Services will deliver high‑quality support to users of the company’s financial products, including loans, payments and e‑wallets. Working through phone, email, chat and other digital channels, the agent ensures accurate information, timely resolution and compliance with service standards.

Key responsibilities

• Manage customer communications via phone, email, chat and other digital platforms.
• Provide assistance on loans, payments, e‑wallets and related financial services.
• Record and track all requests, inquiries and complaints in the CRM system with complete documentation.
• Resolve cases within defined SLA/KPI targets, ensuring timely and satisfactory outcomes.
• Handle customer complaints professionally and follow up until resolution.

Required profile

• Strong verbal and written communication skills.
• Ability to work under performance metrics and meet SLA/KPI objectives.
• Attention to detail and accurate documentation habits.
• Basic understanding of financial products such as loans, payments and e‑wallets.
• Customer‑focused attitude with problem‑solving capabilities.

Required skills

• Proficiency with a CRM system for tracking and managing customer interactions.