Customer Service Executive

Role Overview Herald Exchange is looking for a motivated and empathetic Customer Service Executive to join our remote team on a full-time basis. In this role, you will serve as the primary point of contact for customers, delivering prompt and professional support across multiple channels. You will play a key role in building lasting customer relationships and upholding our brand reputation through every interaction. Key Responsibilities - Handle inbound customer queries via phone, email, and live chat in a professional and timely manner - Diagnose and resolve customer issues by understanding their concerns and providing accurate, effective solutions - Maintain thorough records of all customer interactions, resolutions, and follow-ups within the CRM system - Escalate unresolved or complex cases to the relevant internal departments and track them through to closure - Identify recurring patterns in customer feedback and share actionable insights with the wider team - Consistently achieve and exceed performance benchmarks including CSAT scores, response time, and resolution rates Required Qualifications - 1 to 3 years of hands-on experience in a customer service or client-facing role - Excellent verbal and written communication skills in English - Working proficiency with customer support tools such as Zendesk, Freshdesk, or equivalent platforms - Strong analytical and problem-solving abilities with a high attention to detail - Reliable high-speed internet connection and a dedicated, distraction-free home workspace - Prior experience supporting SaaS or technology products is an added advantage - Knowledge of additional regional or international languages will be a plus Why Join Us At Herald Exchange, we value people who are passionate about delivering outstanding customer experiences and who thrive in a collaborative remote environment. This is a great opportunity to grow your career in financial services while working with a supportive and driven team.

- 1 to 3 years of experience in customer service or a client-facing role - Strong verbal and written communication skills in English - Proficiency with support platforms such as Zendesk or Freshdesk - Effective problem-solving skills and attention to detail - Stable internet connection and a dedicated remote workspace - Experience with SaaS or tech product support is a plus - Knowledge of additional languages is an advantage