About the Role

The Customer Support Representative is responsible for providing prompt, accurate, and professional support to customers and stakeholders. The role involves handling customer inquiries, ATM-related complaints, service requests, and coordination with internal teams to ensure high service availability and customer satisfaction in line with SLA requirements.

Key Responsibilities:

• • • Act as the first point of contact for customer inquiries related to ATM technical issues, availability, and transactions.
    • Log, track, and resolve customer complaints, incidents, and service requests through designated ticketing systems.
    • Coordinate with technical, operations, and vendor teams to ensure timely issue resolution.
    • Maintain detailed records of customer interactions, issue resolutions, and follow-ups.
    • Support shift-based operations, including weekends or holidays, if required.
    • Maintain confidentiality and compliance with security, data protection, and regulatory requirements

Requirements

Required Skills and Competencies

• • • Strong verbal and written communication skills
    • Customer-centric approach with excellent problem-solving abilities
    • Ability to handle high-pressure situations and manage multiple cases simultaneously
    • Proficiency in using CRM tools, and basic MS Office applications
    • Attention to detail and strong documentation skills
    • Ability to follow standard operating procedures and escalation protocols

Educational Qualifications

• • • Bachelor’s degree or diploma in Business Administration, Communications, IT, or a related field
    • Relevant customer support or call center experience is preferred

Experience Requirements

• • • 6 months – 1 year of experience in Technical support, ATM operations, financial services, or telecom environments

Key Performance Indicators (KPIs)

• • • SLA compliance and resolution turnaround time
    • First Contact Resolution (FCR) rate
    • Customer satisfaction and complaint closure quality
    • Accuracy of ticket logging and documentation