Client Support Representative

About the role

The Customer Service Representative supports customers through inbound and outbound calls, including scheduled outbound callbacks to high-value and VIP customers. The main focus is initial issue triage, resolution support and connecting customers to the right department or resource when escalation is needed.

Key responsibilities

• Handle complex customer interactions with clarity, confidence and empathy, resolving issues efficiently while maintaining the client's brand and service standards.
• Conduct scheduled outbound calls professionally, in a compliant and service-oriented way.
• Provide operational feedback to improve call efficiency, customer outcomes and overall effectiveness.
• Follow established call handling procedures, compliance requirements and documentation standards.
• Take part in quality monitoring programmes aligned with the client's QA framework and calibration standards.

Required profile

• Proven experience handling customer interactions by phone, especially in complex or sensitive situations.
• Ability to work independently within structured callback schedules.
• High school diploma required; a college degree or vocational certification is a plus.
• Compliance-related training (AML, KYC, fraud prevention) is preferred but not required.

Required skills

• Excellent written and verbal communication skills and a professional phone presence.
• Fluent spoken and understood English.
• Strong customer service orientation and ability to empathise with customers.