Job Description

ISX Group is a leading financial technology company that provides secure and efficient payment solutions. We are looking for talented individuals to join our team and help us continue to innovate in the fintech industry.

As an Electronic Money Institution licensed by the Central Bank of Cyprus, we offer a wide range of financial services, including payments, e-money issuance, and identity verification. Our advanced anti-fraud and anti-money laundering systems ensure the highest level of security for our customers.

Headquartered in Cyprus, ISX Group has offices in multiple countries.

Join us and be part of a team that is committed to delivering exceptional customer service and innovative solutions shaping the future of finance.

The Role

The Customer Support Representative is responsible for engaging with customers on behalf of the company via phone, email, social media, and chat providing smooth onboarding and customer support, ensuring customer satisfaction, and managing the resolution of their issues, concerns and inquiries. This role requires good communication skills, problem-solving abilities, and a customer-centric attitude to maintain exceptional service quality ensuring customer satisfaction.

Responsibilities

C - Customer:

First point of contact for customers:
- Frontline representatives answer both general and specific customer/merchant questions and inquiries about the company's products and services via phone, email, and chat, addressing inquiries in a timely and professional manner.
- Knowing the ins and outs of the company's offerings allows them to provide quick, accurate, and comprehensive responses to customers.

Customer Onboarding & Retention:
- Assist in the onboarding process for new customers, ensuring smooth transition and satisfaction from the outset.
- Resolve customer complaints by understanding the issues, offering appropriate solutions, and following up to ensure resolution and satisfaction.

Resolving issues and troubleshooting technical problems:
- Resolving product/service-related issues, troubleshooting problems, testing apps and products and constantly providing ongoing feedback to superiors or line managers.
- Troubleshooting common issues with products or services.

Handling customer complaints:
- Being the first point of contact for customers, frontline representatives deal with unhappy customers and handle their complaints.
- Address and provide appropriate solutions and alternatives in a professional and timely manner and follow up to ensure resolution and satisfaction.
- Effectively involve in de-escalation when facing a conflict that is beyond the scope of what he/she can handle, by referring them to the appropriate internal teams.

A - Accountability:

Customer Support & Issue Resolution:
- Provide exceptional customer support via chat, email, and phone, addressing customer inquiries and issues promptly and professionally.
- Handle escalated customer inquiries and complaints in a timely and professional manner.
- Ensure accurate and clear communication with customers regarding issue status and resolution.

Updated and knowledgeable in the industry
- Stay updated with industry trends and best practices in customer service and support.
- Maintain a thorough understanding of company products/services and be able to communicate their features and benefits effectively to customers.

-Follow communication procedures, guidelines, and company policies when handling customer inquiries and issues.

Tracking customer service KPIs and Metrics
- Continuously strive to improve customer service skills and knowledge through training programs.
- Tracking their own key performance indicators (KPIs) and metrics.

R - Responsibility:

Collecting and Reporting customer feedback:

- Provide accurate, valid and complete information and maintain records of customer interactions and transactions in the company's CRM system or any equivalent platform being utilized.
- Take the extra mile and follow up with customers keeping records of their accounts and interactions, collecting feedback to ensure ongoing satisfaction and loyalty.
- Escalating inquiries and concerns, when necessary.
- Collaborate with other team members and departments to convey feedback and ensure customer satisfaction.

Developing and documenting knowledge into helpful content
- Involve in the development, creation, and documentation (in confluence software) of helpful content for supporting customers.
- Writing Knowledge-Based articles, FAQs, manuals, how-to guides, troubleshooting documentation or anything that can help other employees and customers find answers, resolve issues, support and use the company's products in the most efficient way.
- Maintain a high level of company product knowledge to effectively answer customer inquiries.

Responding to Customer reviews:
- Responding to product or company reviews written by customers is an increasingly important responsibility of customer service representatives, therefore, they should know how to handle negative reviews turning them from unpleasant situations into positive experiences reducing possible brand reputation damage.

E - Engagement:

Collaboration with Internal Teams:
- Work closely with Seniors and Team Leads and other departments (Sales, Technical Support, etc.) to resolve issues and improve the customer experience.
- Provide insights and feedback to Seniors and Team Leads regarding recurring customer concerns or feature requests.
- Identify opportunities to upsell or cross-sell products and services to customers.

Providing proactive outreach
- Customer service representatives are not just required to reactively respond to requests but also proactively offer support to customers by identifying issues and reaching out to customers informing them and offering alternative solutions and approaches.

Requirements:

Previous customer experience/support within a team and experience in back office working with different systems will be considered as an advantage Fluent verbal and written English Knowledge of any other languages will be considered an advantage (German, Portuguese, Italian, Spanish) Computer literate Ability to work shifts to cover shift rotation Exceptional communication and organisational skills Attention to detail Ability to multitask, prioritise and manage time effectively Positive and collaborative team player Knowledge of payments industry will be considered as an advantage
Apply through:

https://onlinerecruitment.exelsyslive.com/?c=F7044C33-424A-4AE9-A9FF-410CE0637EC5&v=2025/000077

Job Types: Full-time, Permanent

Pay: 30,000.00-35,000.00 per year

Work Location: In person