Customer Service Agent

Company overview: Pentabell is seeking a skilled Customer Service Agent, for one of its clients in the Banking sector. The role involves supporting the Declined Transactions Team by contacting customers regarding specific declined transactions to enhance their experience. Position: Customer Service Agent Summary: We are seeking two Customer Service Agents to support the Declined Transactions Team. The team contacts customers following specific declined transactions as part of the existing contact strategy, with the objective of enhancing the customer experience. Responsibilities: Contact customers regarding selected declined transactions in line with the approved contact strategy. Explain transaction outcomes clearly and respond to customer inquiries within the role scope. Follow established scripts, procedures, and escalation paths. Accurately document customer interactions, outcomes, and feedback. Escalate complex or unresolved cases to the appropriate team. Requirements: Bachelor's or Master's degree in a relevant field Previous experience in customer service, call center operations, banking operations, or a similar role Strong verbal communication and customer-handling skills Ability to manage a high volume of customer interactions accurately and professionally Customer-focused mindset with good problem-solving and interpersonal skills Ability to learn quickly and adapt to an established process Basic knowledge of banking products and transactions