Meaningful work.
Global clients. Real growth.

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