Customer Service Representative

We are looking for an experienced Customer Service Representative who can confidently manage complex and sensitive customer concerns. The ideal candidate is an excellent communicator with experience handling escalations, financial-related cases, and high-risk customer interactions. Requirements: - Excellent verbal and written English communication skills (CEFR C2 level preferred) - At least 2 years of customer service experience, preferably handling escalations, sensitive cases, or complex customer concerns - Strong problem-solving skills, attention to detail, and sound judgment when handling sensitive information Key Responsibilities: - Handle complex and sensitive customer cases through chat and email - Investigate and resolve concerns related to money movement, identity verification, fraud, account integrity, and regulatory compliance - Manage high-risk or high-priority customer interactions, including social media and press-related escalations - Communicate resolutions clearly and professionally while maintaining a high standard of customer experience - Properly document cases and escalate issues when necessary Preferred Experience: - Experience in any of the following is highly preferred: - Banking, fintech, financial services, or other regulated industries - Fraud prevention, identity verification, KYC, risk, or compliance - Customer relationship management (CRM) platforms and case-management systems