The customer service representative will be responsible for supporting customers via inbound and outbound calls. You will make scheduled outbound callbacks to high-value and VIP customers to assist them in resolving reported issues and managing support tickets related to these voice interactions. 

Responsibilities shall primarily focus on initial issue triage, resolution support, and facilitating the customer's connection to the appropriate department or resource when escalation is required. 

• Conduct scheduled outbound calls to customers in a professional, compliant, and service-oriented manner 

• Handle complex customer interactions with clarity, confidence, and empathy 

• Resolve issues efficiently while maintaining the client’s brand and service standards 

• Provide operational feedback to improve call efficiency, customer outcomes, and overall effectiveness 

• Adhere strictly to established call handling procedures, compliance requirements, and documentation standards 

• Participate in Quality Monitoring programs aligned with the clients’ QA framework and calibration standards 

Qualifications & Skills 

• Excellent written & verbal communication skills and professional phone presence 

• Ability to communicate correctly and clearly with both internal and external customers 

• Strong customer service orientation with the ability to manage nuanced and complex conversations 

• Fluent in English (spoken and comprehension) 

• Ability to empathize with customers  

Experience Requirements 

• Proven experience handling customer interactions over the phone, particularly in complex or sensitive scenarios 

• Ability to work independently within structured callback schedules  

• High school diploma required; college degree or vocational certification is a plus 

• Compliance-related training (AML, KYC, fraud prevention) is preferred but not required