L1 Customer Service Agent (E-Wallet / Digital Payments)

We are hiring a Customer Service Agent to support a digital payments platform, handling customer inquiries across chat, calls, and email. As the first point of contact, you will assist with transactions, account-related issues, and general inquiries while ensuring a smooth customer experience.
This role requires adherence to SOPs, strong multitasking skills, and the ability to meet performance metrics (SLA, AHT) in a fast-paced, high-volume environment.
Job Responsibilities
Handle customer inquiries across multiple channels:
Live chat / Inbound & outbound calls / Email

Support users on digital payment services, including:
E-Wallet top-ups and balance inquiries
Payment and transaction status checks
Refund and failed transaction clarifications
Account usage guidance and FAQs

Assist customers with account-related matters such as:
Login/access issues
Account limitations or restrictions
Basic troubleshooting for payment failures
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