Customer Service Representative
First Digital Finance Corporation (FDFC) is a fintech company building disruptive and innovative products in retail credit for Southeast Asia.
The company operates BillEase, the top-rated, buy now pay later (BNPL) platform for merchants and their customers in the Philippines with more than 2m downloads. As of Oct 2023 we partner with over 10000 merchants.
Vision: Build financial services that delight and enable consumers
Mission: Use software and AI and to build financial products that are at least 10x better than status quo for our customers
The Role
Key Responsibilities:
- Customer Support: Respond to customer inquiries via phone, email, or chat promptly and professionally, addressing their questions, concerns, and issues with a focus on exceeding their expectations.
- Problem Resolution: Investigate and resolve customer issues, such as account inquiries, transaction discrepancies, and technical problems, ensuring timely and satisfactory resolutions.
- Education and Guidance: Educate customers on how to use our products and services, providing step-by-step instructions and guidance as needed.
- Documentation: Maintain comprehensive and accurate records of customer interactions, inquiries, and resolutions in our CRM system.
- Feedback: Share customer feedback and insights with the product and development teams to contribute to product improvement and enhancement.
- Compliance: Ensure all customer interactions comply with relevant regulations and company policies.
- Adaptability: Stay informed about industry trends, company updates, and changes to our products and services to better assist customers.
Ideal Profile
- Customer Service Experience: Previous experience in a customer service role, preferably in a financial services or fintech environment.
- Excellent Communication: Strong verbal and written communication skills with a clear and friendly communication style.
- Empathy: Demonstrated ability to empathize with customers, understand their needs, and provide empathetic support.
- Problem Solving: Effective problem-solving skills and the ability to think critically to find solutions.
- Technical Proficiency: Comfortable using various customer service software, CRM systems, and Microsoft Office Suite.
What's on Offer?
- Work in a company with a solid track record of performance
- Fantastic work culture
- Opportunity to make a positive impact