Customer care

Remitap Fintech Corporation; Ernakulam; On-site; INR 180,000 - 240,000; Full time

Job summary

Remitap Fintech Corporation is seeking a Customer Care Associate in Kerala to provide empathetic, timely support across email, chat, and phone. You will troubleshoot software issues, guide users through steps, and document cases in the CRM, contributing to ongoing product usability improvements.

The role targets entry-level candidates with strong communication skills and a willingness to learn, offering training and opportunities to grow within the customer experience team.

Qualifications

• High school diploma or equivalent; IT or related certification is a plus.
• 0–1 years of experience in customer support or similar role.
• Strong written and verbal communication in English and local language(s).
• Familiarity with CRM tools such as Zendesk or Freshdesk.
• Basic understanding of software applications and internet navigation.

Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
• Troubleshoot and resolve common technical issues related to software applications, login problems, and platform navigation.
• Document and track customer issues using the CRM and support ticketing system for accurate reporting and follow-up.
• Escalate complex or recurring issues to the appropriate technical teams with clear, concise summaries.
• Provide clear, step-by-step guidance to users to resolve problems and improve overall product experience.
• Collaborate with product and development teams to share user feedback and suggest improvements.
• Maintain up-to-date knowledge of product features, updates, and troubleshooting protocols.
• Contribute to the development and maintenance of knowledge base articles and self-help resources.
• Monitor customer satisfaction metrics and actively seek ways to improve service delivery.

Skills

Communication skills

English proficiency

Customer service

Problem solving

Microsoft Office

Education

High school diploma

IT or related certification

Tools

Zendesk

Freshdesk

Job description

We are seeking a dedicated and customer-focused Customer Care Associate to join our dynamic technology team. In this role, you will serve as the primary point of contact for our users, providing timely, empathetic, and solution-driven support across multiple digital platforms. Your ability to troubleshoot technical issues, communicate clearly, and maintain a positive user experience will directly impact customer satisfaction and retention. This position is ideal for someone passionate about technology and committed to delivering exceptional service in a fast-paced, innovation-driven environment. As part of a growing tech organization, you will contribute to enhancing product usability and user engagement while supporting the continuous improvement of our customer support ecosystem.

Responsibilities

• Respond to customer inquiries via email, chat, and phone in a timely and professional manner.
  
• Troubleshoot and resolve common technical issues related to software applications, login problems, and platform navigation.
  
• Document and track customer issues using the CRM and support ticketing system for accurate reporting and follow-up.
  
• Escalate complex or recurring issues to the appropriate technical teams with clear, concise summaries.
  
• Provide clear, step-by-step guidance to users to resolve problems and improve overall product experience.
  
• Collaborate with product and development teams to share user feedback and suggest improvements.
  
• Maintain up-to-date knowledge of product features, updates, and troubleshooting protocols.
  
• Contribute to the development and maintenance of knowledge base articles and self-help resources.
  
• Monitor customer satisfaction metrics and actively seek ways to improve service delivery.
  

Requirements

Requirements:

• High school diploma or equivalent; diploma or certification in IT, customer service, or related field is a plus.
  
• 0–1 years of experience in customer support, technical assistance, or a similar role.
  
• Strong written and verbal communication skills in English and local language(s).
  
• Basic understanding of software applications, internet navigation, and common technical terminology.
  
• Proficiency with Microsoft Office Suite and CRM tools (e.g., Zendesk, Freshdesk).
  
• Ability to multitask, remain calm under pressure, and handle high-volume inquiries efficiently.
  
• Customer-centric mindset with a commitment to delivering excellent service.
  
• Willingness to learn and adapt to new technologies and evolving product features.
  
• Basic problem-solving and analytical thinking skills.
  

Additional Notes

• This role is ideal for entry-level candidates seeking a career in technology and customer support.
  
• Training and onboarding will be provided to ensure success in the role.
  
• Opportunities for growth and advancement within the customer experience and technical support teams are available.