Axented

Customer Support

• Handle inbound and outbound customer interactions via phone, chat, email, and WhatsApp.
• Perform step-by-step troubleshooting, identify root causes, and provide clear resolutions.
• Use probing questions to gather accurate information and accelerate case resolution.
• Support users with account access, app functionality, remittance flows, card usage, and identity verification.
• Document all cases clearly and accurately in the CRM system
• Escalate complex issues to Product, IT, or Risk teams following established workflows.
• Maintain high standards of customer service, empathy, accuracy, and professionalism.
• Flag recurring issues to help identify bugs, inefficiencies, or process improvements.
• Meet KPIs related to quality, productivity, adherence, and customer satisfaction.
• Adhere to punctuality, attendance, and internal Contact Center policies.

Customer Service Agent