Contact Center Agent – Fintech Support

About the role

As a Contact Center Agent at Rapyd, you will be the front‑line representative of a global fintech platform, delivering fast, accurate support to internal and external partners across multiple channels.

Key responsibilities

• Identify customer needs, investigate complex transactional issues and deliver definitive solutions or alternatives.
• Guide users through troubleshooting, platform navigation and service utilization.
• Handle a high volume of inbound calls, chats and tickets, ensuring every request is addressed promptly.
• Escalate critical system or service problems to supervisors with clear documentation.
• Maintain accurate call logs, reports and documentation in line with Rapyd’s SOPs.

Required profile

• High school diploma; at least two semesters of technical or professional studies.
• Minimum 6 months experience in a high‑intensity customer‑service environment.
• Strong grasp of customer‑service principles; experience in e‑commerce or banking is a plus.
• Exceptional data‑entry speed and accuracy.
• Proficiency with CRM applications such as Zendesk or similar tools.

Required skills

• Zendesk (or comparable CRM platform)
• General CRM tools