Client Support Representative

About the role

The Customer Service Representative supports customers through inbound and outbound calls. Scheduled outbound callbacks are made to high-value and VIP customers to help resolve reported issues and manage support tickets linked to those voice interactions. The role focuses on initial issue triage, resolution support and guiding customers to the right department or resource when escalation is needed.

Key responsibilities

• Make scheduled outbound calls to customers in a professional, compliant and service-oriented way
• Handle complex customer interactions with clarity, confidence and empathy
• Resolve issues efficiently while keeping the client's brand and service standards
• Give operational feedback to improve call efficiency, customer outcomes and overall effectiveness
• Follow call handling procedures, compliance requirements and documentation standards
• Take part in quality monitoring programmes aligned with the client's QA framework

Required profile

• Proven experience handling customer interactions by phone, especially in complex or sensitive situations
• Ability to work independently within structured callback schedules
• High school diploma required; college degree or vocational certification is a plus
• Compliance-related training (AML, KYC, fraud prevention) is preferred but not required

Required skills

• Excellent written and verbal communication and a professional phone presence
• Fluent English, spoken and understood
• Strong customer service orientation and empathy