Job description for Customer Service at CardEasy
Customer Service / Helpdesk (Operational Administration)
1. Education & Experience
- Proficient in English and/or Mandarin
- Diploma or Bachelor’s degree in any field (preferably Business, Communication, or IT)
- 1–2 years of experience in customer service, call center, or helpdesk roles
- Experience in financial services or fintech is an advantage
2. Technical Skills
- Familiarity with CRM/helpdesk systems (e.g., ticketing tools)
- Basic troubleshooting skills (for app, payment, or account issues)
- Proficiency in Microsoft Office (Word, Excel, email handling)
3. Operational Responsibilities
- Handle customer inquiries via phone, email, chat, or ticketing system
- Resolve issues related to transactions, accounts, or services
- Escalate complex cases to relevant departments
- Maintain detailed records of interactions and resolutions
- Monitor and meet response and resolution SLAs
4. Soft Skills
- Excellent communication and interpersonal skills
- Strong customer orientation and empathy
- Ability to handle complaints professionally
- Good time management and multitasking ability
5. Compliance & Knowledge
- Understanding of data privacy and confidentiality principles
- Awareness of financial product basics (payments, accounts, transactions)
