Customer Advocate – Customer Service & Loan Support

About the role

Fusion CX is seeking a proactive Customer Advocate to handle high‑volume, multi‑channel interactions and guide customers through their financial journeys. This fast‑paced BPO position requires strong communication, empathy, and accuracy.

Key responsibilities

• Handle inbound and outbound calls, live chat, SMS, and email interactions.
• Assist customers with applications, account queries, payments and general support.
• Document all interactions in the CRM and update customer records in real time.
• Escalate complex issues and ensure timely resolution for high customer satisfaction.
• Identify recurring concerns, share insights and support process improvements.

Required profile

• Minimum 2 years of customer service experience, preferably in a contact centre.
• Strong verbal and written English communication skills.
• Ability to work flexible schedules, including weekends and holidays.
• Comfortable working independently and as part of a team.

Required skills

• Proficiency with CRM systems.
• Experience using digital tools for multi‑channel support.

What we offer

• Opportunity to build a future‑ready customer service career in financial support programs.
• Hands‑on experience with multi‑channel exposure and CRM platforms.
• Potential to grow into senior BPO roles within the company.
• Performance‑driven environment focused on quality and customer experience.