Customer Service Specialist

Job Description

About the role:

We are looking for a Customer Support Agent preferably fluent in Tagalog and English with a strong background in fintech, administrative support, and familiarity with AECB (Al Etihad Credit Bureau) processes to join our team.

Key Responsibilities:

• Handle customer inquiries via phone, email, and chat in a professional and timely manner
• Provide support on fintech products and services
• Assist customers with AECB-related inquiries, including credit reports and disputes
• Perform administrative tasks such as data entry, documentation, and case tracking
• Maintain accurate records and ensure proper follow-up on customer requests
• Meet and maintain customer service KPIs (e.g., response time, resolution time, CSAT)
• Escalate complex issues when required

Requirements:

• Preferred fluency in Tagalog and English.
• Minimum 3 years of experience in customer support and administrative roles
• Background in fintech, banking, or financial services
• Knowledge or experience with AECB systems/processes
• Strong communication and interpersonal skills
• Solid understanding of customer support KPIs and performance metrics
• Ability to multitask and work in a fast-paced environment