Customer Support Agent
On-siteCasablanca, Casablanca-Settat, Morocco
Job Summary
Provide timely, accurate, and empathetic support to customers via chat, email, and phone, resolving common issues efficiently while following internal processes and SLAs. Accurately document all customer interactions and escalate complex or sensitive cases to the Tier 2 / Escalation team per defined procedures. Collaborate with internal teams to ensure satisfaction, identify recurring issues for process improvements, and stay updated on product features and policy changes. Participate in training sessions to develop skills for Tier 2 progression. Fluent in English plus Bengali, Nepali, Hindi, Portuguese, or Creoles. 1+ years in customer support required.
Required Qualifications
- 1+ years of experience in customer support or a similar customer-facing role
- Excellent communication skills, both written and verbal
- Patience, empathy, and professionalism when dealing with customers
- Strong problem-solving and multitasking abilities
- Comfortable using customer management and ticketing tools
- Fluent in English plus one of: Bengali, Nepali, Hindi, Portuguese or Creoles
- Organised, detail-oriented, and motivated to learn and grow
Desired Qualifications
- Experience in a fast-paced work environment
- Knowledge of payments, refunds, or transaction-related issues
- Familiarity with the money transfer or fintech industry
- Proven ability to de-escalate challenging situations
- Banking customer support experience
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