Customer Service Representative

Remote
Full Time
Customer Xperience
Mid Level

Customer Service Representative

 
Job TitleCustomer Support Executive
DepartmentCustomer Experience
Reporting ToAssistant Manager - Customer Experience
Company NameACE Money Transfer
LocationACE Tower, GT Road, Kharian, Punjab.
Employment TypeContract
Work ModeOnsite/Remote

Job Purpose

The Customer Experience Officer/Executive is responsible for delivering exceptional customer service by assisting customers with remittance inquiries, transaction tracking, issue resolution, and service requests through multiple communication channels (chat, calls, emails, and ticketing system). The role ensures adherence to compliance regulations and upholds the Customer Care Excellence philosophy while maintaining a balance between company interests and customer satisfaction.

Key Responsibilities:
1Provide support via chat, calls, emails, and tickets for customer concerns, service requests, inquiries, and complaints.
2Assist customers in tracking money transfers, providing real-time status updates.
3Rightly troubleshoot and resolve transaction delays, failed transfers, and payment issues.
4Guide customers through KYC verification within the delegated CSR authority, ensuring regulatory compliance.
5Identify and report suspicious activities, fraud risks, and unauthorized transactions to the compliance team.
6Ensure adherence to AML and financial regulations, escalating compliance-related issues appropriately.
7Manage the intake of customer complaints, ensuring fair resolution while balancing company interests and customer satisfaction.
8Educate customers on app navigation, transaction processes, fees, and service-related queries.
9Escalate high-priority cases to relevant departments and follow up for timely resolution.
10Ensure SLA compliance by tracking and following up on pending customer service tickets.
11Provide technical support for login issues, app functionality, and transaction failures.
12Gather and document customer feedback to help improve products and services.
13Offer multilingual support in English, Hindi, Bengali, Urdu, Punjabi, and Pashto to enhance customer communication.
14Maintain accurate customer interaction records for compliance and reporting purposes.
15Proactively engage with customers to ensure a positive service experience and build long-term relationships.


Required Qualifications & Skills
 
CategoryDetails
EducationBachelor’s degree in Business, Finance, Communications, or a related field (preferred).
Experience1–3 years in customer service, fintech, banking, or remittance services (preferred).
Technical SkillsExperience with CRM systems, ticketing tools, chat & call handling platforms.
Soft SkillsStrong communication, problem-solving, and conflict resolution skills.
Language SkillsProficiency in English, Hindi, Bengali, Urdu, Punjabi, and Pashto is a plus.
Compliance KnowledgeUnderstanding of AML, KYC, and remittance regulations.

Work Schedule 
 Shift TypeDetails
Work DaysMonday – Sunday / Rotational Shifts
Work Hours1 PM – 10 AM / 24/7 Shifts (Subject to Change)


Career Growth & Development
  • Opportunities for training & certifications in fintech and compliance.
  • Career advancement to Senior CSR, Team Lead, or Compliance Roles.
  • Exposure to global remittance operations and customer experience management.

    ACE Money Transfer : https://acemoneytransfer.com/company-profile
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