Customer Service Agent

Weekday; Bengaluru; On-site; INR 200,000 - 500,000; Full time

Job summary

Weekday is seeking a Customer Service Agent in Bengaluru to handle payments, accounts, KYC verification, and related financial services across chat, email, and phone. You will ensure security, accuracy, and a positive customer experience while coordinating with internal teams.

The ideal candidate has 1–3 years in fintech/customer support, strong English communication, and familiarity with CRM tools. Shift rotations, including weekends, are required.

Qualifications

• 1–3 years of experience in customer service or support, preferably fintech or banking.
• Excellent written and verbal English; able to explain financial concepts clearly.
• Attention to detail and sound judgment for sensitive accounts.
• Familiar with CRM tools (Zendesk, Freshdesk, Intercom) or quick learner.
• Willingness to rotate shifts, including weekends/holidays.
• Bachelor's degree or equivalent practical experience.

Responsibilities

• Respond to queries via chat, email and phone within SLAs.
• Resolve payments, transfers, card transactions, and KYC issues.
• Maintain high first-contact resolution with a positive experience.
• Follow data privacy and information security protocols.
• Verify identity before account changes; protect sensitive data.
• Escalate complex issues to appropriate teams.
• Share recurring feedback with Product and Engineering.
• Meet individual and team CSAT and quality targets.
• Keep accurate logs of interactions and resolutions.

Skills

Customer Service and Customer Support

Excellent English Communication

Strong Attention to Detail

Problem-Solving and Issue Resolution

Empathy and Customer Handling

Education

Bachelor's degree or equivalent practical experience

Tools

Zendesk

Freshdesk

Intercom

Job description

This role is for one of Weekday’s clients
Salary range: Rs 200000 - Rs 500000 (ie INR 2 - 5 LPA)

Min Experience: 1+ years
Location: Bengaluru, Karnataka, India
JobType: full-time

We are looking for a customer-focused Customer Service Agent to serve as the first point of contact for customer queries and concerns related to payments, accounts, cards, KYC verification, and other financial services.

The ideal candidate will combine excellent communication skills, attention to detail, and empathy to deliver a seamless customer experience. Since the role involves handling financial transactions and sensitive customer information, accuracy, sound judgment, and adherence to security and compliance protocols are essential.

You will handle customer interactions across chat, email, and phone, collaborate with internal teams to resolve issues, and share recurring customer feedback to help improve products and services.

Key Responsibilities

• Respond to customer queries through chat, email, and phone within defined Service Level Agreements (SLAs).
• Resolve customer issues related to payments, fund transfers, card transactions, account access, onboarding, and KYC verification.
• Ensure a high first-contact resolution rate while maintaining a positive and professional customer experience.
• Follow compliance, data privacy, and information security protocols during every customer interaction.
• Perform identity verification before making account changes and ensure sensitive customer information is handled securely.
• Escalate complex payment, account, fraud, dispute, or compliance-related issues to the appropriate internal teams.
• Identify recurring customer concerns and share actionable feedback with Product and Engineering teams.
• Meet individual and team performance targets, including response time, resolution time, Customer Satisfaction (CSAT), and quality scores.
• Maintain accurate records of customer interactions, issues, and resolutions using internal support systems.

Required Qualifications and Experience

• 1–3 years of experience in customer service or customer support, preferably in fintech, banking, payments, or another regulated industry.
• Excellent written and verbal communication skills in English, with the ability to explain financial concepts clearly.
• Strong attention to detail and sound judgment when handling sensitive account and payment-related concerns.
• Familiarity with ticketing and Customer Relationship Management (CRM) tools such as Zendesk, Freshdesk, or Intercom, or the ability to learn new systems quickly.
• Ability to remain calm, patient, and empathetic when dealing with frustrated customers, including situations involving financial losses.
• Understanding of KYC, Anti-Money Laundering (AML), data privacy, and secure information-handling practices, or willingness to learn quickly.
• Flexibility to work rotational shifts, including weekends and holidays, as required.
• Bachelor's degree or equivalent practical experience.

Must-Have Skills

• Customer Service and Customer Support
• Excellent English Communication
• Strong Attention to Detail
• Problem-Solving and Issue Resolution
• Empathy and Customer Handling

Good-to-Have Skills

• Experience in fintech, banking, or payments.
• Familiarity with payment systems and concepts such as UPI, card networks, chargebacks, and settlement cycles.
• Experience with customer support quality frameworks, macros, automation, or chatbot escalation workflows.
• Exposure to fraud prevention, dispute management, and compliance escalation processes.