Customer Care Representative (Fintech)

TL;DR

Customer Care Representative (Fintech): Handling customer contacts across text and voice channels in an AI-first environment with an accent on resolving issues and improving automation processes. Focus on taking over complex bot cases, optimizing tagging and routing, and identifying recurring customer pain points to enhance the overall user experience.

Location: Not specified, but workday must start no later than 2 PM (GMT+8) / 7 AM (CET)

Company

A rapidly expanding fintech company delivering accessible, efficient, and secure financial solutions for customers in the Philippines.

What you will do

• Support customers across text and voice channels within an AI-first setup.
• Resolve customer issues or escalate them correctly using established workflows.
• Take over complex cases when bots or self-service tools cannot provide a resolution.
• Apply accurate tagging, routing, and documentation for all customer interactions.
• Identify and flag broken flows, recurring issues, and points of customer confusion.

Requirements

• 2+ years of experience in customer service or support.
• Experience handling chat, messaging, and inbound calls.
• Native proficiency in Bahasa Malaysia.
• Strong written and verbal English skills.
• Availability to start work by 2 PM (GMT+8) / 7 AM (CET) for international collaboration.
• Proactive, customer-centric mindset with strong documentation discipline.

Nice to have

• Proficiency in Mandarin.
• Experience in fintech, lending, or omnichannel support environments.

Hiring process

• Applications are reviewed on a rolling basis.
• Response time is typically within 2–3 business days if there is a fit.