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 to act as the primary contact for users, delivering timely and empathetic support across emails, chat, and calls.

You will troubleshoot software issues, document cases in CRM, and collaborate with product teams to enhance usability and engagement in a fast-paced fintech environment.

Qualifications

• High school diploma or equivalent; IT or related field certs are a plus.
• 0–1 year in customer support or similar role.
• Strong written and verbal English; ability to converse in local language(s).
• Basic understanding of software, internet navigation, and common tech terms.
• Proficiency with Microsoft Office and CRM tools (Zendesk, Freshdesk).
• Able to multitask, stay calm under pressure, handle high-volume inquiries.

Responsibilities

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

Skills

Communication

CRM Tools

English

Problem-Solving

Education

High School Diploma

IT/Customer Service 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.