Customer Service Consultant

About the role

The Customer Service Consultant will deliver digital customer support for FinChoice customers using FreshDesk, FreshChat, email and other approved channels. You will own each interaction, aiming for quick, accurate resolutions while upholding service level agreements.

Key responsibilities

• Respond to inbound and outbound emails, tickets, and chat inquiries via FreshDesk/FreshChat.
• Strive for first‑contact resolution by fully understanding customer issues.
• Capture and update all enquiries accurately in FreshDesk and close tickets appropriately.
• Manage ticket queues within agreed SLA and response‑time standards (24‑48 hours where applicable).
• Escalate complex cases to internal teams and follow through until resolved.
• Maintain compliance with internal policies and produce high‑quality written communications.
• Meet individual and team productivity targets while ensuring good attendance and timekeeping.

Required profile

• Customer‑focused attitude with a sense of ownership.
• Ability to handle difficult queries, objections and complaints with empathy and professionalism.
• Strong written communication and business‑writing skills.
• Reliability in meeting SLA, attendance and time‑keeping expectations.

Required skills

• FreshDesk
• FreshChat

What we offer

• Opportunity to work in a fast‑growing FinTech ecosystem.
• Collaborative, data‑first culture focused on innovation and inclusion.