Customer Support Representative

📍 Job Overview

• Job Title: Customer Support Representative
• Company: PalmPay Limited
• Location: Dhaka, Bangladesh
• Job Type: On-site, Full-Time
• Category: Customer Support & Service
• Date Posted: July 24, 2025
• Experience Level: Entry to Mid-Level (0-2 years)
• Remote Status: On-site

🚀 Role Summary

• Act as the primary point of contact between PalmPay and its customers, ensuring high levels of satisfaction and retention.
• Handle customer inquiries, resolve issues, and provide accurate product information via phone, email, and chat.
• Collaborate with internal teams to address client queries and enhance product/service quality.
• Support sales campaigns and contribute to building long-term customer relationships.

📝 Enhancement Note: This role is crucial for maintaining PalmPay's customer-centric approach and driving user satisfaction in the competitive fintech market.

💻 Primary Responsibilities

• Customer Interaction: Respond promptly and professionally to customer inquiries and handle issues with empathy and efficiency.
• Information Provision: Accurately inform customers about PalmPay's products and services.
• Issue Resolution: Collaborate with internal teams to resolve complex client queries and ensure customer satisfaction.
• Sales Support: Assist the Business Development team with client onboarding, documentation, and follow-ups.
• Record Keeping: Maintain detailed records of customer interactions using CRM tools.
• Feedback Collection: Gather and report customer feedback to help improve product and service quality.

📝 Enhancement Note: The primary responsibilities of this role revolve around exceptional customer service, making it a vital function for PalmPay's growth and customer retention.

🎓 Skills & Qualifications

Education: A Bachelor's degree (or Honors) in any discipline.

Experience: 1-3 years of relevant experience in Customer Support. Freshers are encouraged to apply.

Required Skills:

• Excellent verbal and written communication skills in Bengali and English.
• Proficiency in Microsoft Office and familiarity with CRM systems.
• Strong interpersonal skills and problem-solving mindset.
• Ability to multitask and work in a fast-paced environment.

Preferred Skills:

• Experience in the fintech industry or mobile financial services.
• Knowledge of customer care and service management principles.
• Basic reporting and documentation skills.

📝 Enhancement Note: While the required skills are essential for this role, the preferred skills would make candidates more competitive in the fintech industry.

📊 Web Portfolio & Project Requirements (N/A)

As this is a customer support role, a portfolio is not required.

💵 Compensation & Benefits

Salary Range: BDT 25,000 - 40,000 per month (Based on experience and market standards for entry to mid-level customer support roles in Dhaka, Bangladesh)

Benefits:

• A dynamic and inclusive work environment in a leading multinational fintech company.
• Opportunities for professional growth and career advancement.
• Competitive compensation package with performance-based incentives.

Working Hours: 40 hours per week, with flexible scheduling to accommodate customer support needs.

📝 Enhancement Note: The salary range provided is an estimate based on market research for entry to mid-level customer support roles in Dhaka, Bangladesh.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech, focusing on revolutionizing financial services across emerging markets.

Company Size: Medium to Large (100-500 employees)

Founded: PalmPay was founded in 2018 and has since grown to become a leading multinational fintech company.

Team Structure:

• Customer Support team, working closely with Sales, Operations, and Technical teams.
• A dynamic and inclusive work environment that fosters collaboration and growth.

Development Methodology:

• Agile methodologies for product development and improvement.
• Continuous learning and adaptation to emerging technologies and market trends.

Company Website: https://www.palmpay.com

📝 Enhancement Note: PalmPay's company culture emphasizes innovation, customer-centricity, and continuous improvement, making it an attractive employer for customer support professionals.

📈 Career & Growth Analysis

Customer Support Career Level: Entry to Mid-Level - This role offers an excellent opportunity for individuals new to customer support or looking to advance their careers in the field.

Reporting Structure: The Customer Support Representative will report directly to the Customer Support Manager and work closely with other internal teams.

Technical Impact: This role has a direct impact on customer satisfaction, retention, and the overall success of PalmPay's products and services.

Growth Opportunities:

• Progression to Senior Customer Support Representative or Team Lead roles.
• Opportunities to specialize in specific areas, such as VIP customer support or technical support.
• Career advancement to management or leadership positions within the customer support function or other departments.

📝 Enhancement Note: PalmPay offers numerous growth opportunities for customer support professionals, with clear career progression paths and the chance to specialize in various areas.

🌐 Work Environment

Office Type: Modern, collaborative workspace with state-of-the-art facilities.

Office Location(s): Dhaka, Bangladesh

Workspace Context:

• A vibrant and inclusive work environment that encourages collaboration and teamwork.
• Access to modern tools and technologies to facilitate efficient customer support.
• Opportunities for professional development and training.

Work Schedule: Flexible scheduling to accommodate customer support needs, with a standard workweek of 40 hours.

📝 Enhancement Note: PalmPay's work environment fosters collaboration and growth, providing customer support professionals with the tools and support they need to succeed.

📄 Application & Technical Interview Process

Interview Process:

1. Phone or video screening to assess communication skills and cultural fit.
2. In-depth interview with the Customer Support Manager to discuss problem-solving skills, customer support experience, and career goals.
3. Role-play scenarios to evaluate customer support skills and handling techniques.

Portfolio Review Tips (N/A): As this is a customer support role, a portfolio is not required.

Technical Challenge Preparation (N/A): As this is a customer support role, technical challenges are not applicable.

ATS Keywords:

• Customer Support
• Client Service
• Call Center Operations
• Call Handling
• Mobile Financial Services
• Customer Care & Service Management
• Sales Coordination & Follow-Up
• Basic Reporting & Documentation
• Communication Skills
• Interpersonal Skills
• Problem-Solving
• Multitasking
• Fast-Paced Environment

📝 Enhancement Note: The ATS keywords provided are relevant to the customer support industry and will help candidates optimize their resumes for this role.

🛠 Technology Stack & Web Infrastructure (N/A)

As this is a customer support role, technology stack and web infrastructure are not applicable.

👥 Team Culture & Values

Customer Support Values:

• Customer-centric approach, focusing on user satisfaction and retention.
• Empathy and active listening to understand and address customer needs.
• Continuous learning and improvement to enhance customer support skills and knowledge.
• Collaboration and teamwork to ensure efficient issue resolution and customer support.

Collaboration Style:

• Cross-functional collaboration with Sales, Operations, and Technical teams to address customer queries and improve products/services.
• Knowledge sharing and mentoring to enhance customer support skills and team performance.
• Regular team meetings and training sessions to stay updated on product developments and best practices.

📝 Enhancement Note: PalmPay's customer support team values a customer-centric approach, continuous learning, and collaboration to ensure exceptional customer experiences.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Handling complex customer issues and finding creative solutions.
• Managing high call volumes and maintaining composure under pressure.
• Adapting to new products, services, or processes and communicating changes to customers.

Learning & Development Opportunities:

• On-the-job training and mentoring to enhance customer support skills.
• Attending industry conferences, workshops, or webinars to stay updated on best practices and emerging trends.
• Opportunities to specialize in specific areas, such as VIP customer support or technical support.

📝 Enhancement Note: Customer support professionals at PalmPay face various challenges and have numerous opportunities for learning and development, fostering career growth and expertise.

💡 Interview Preparation

Technical Questions:

• Describe a challenging customer issue you've faced and how you resolved it.
• How do you handle high call volumes and maintain composure under pressure?
• Can you explain a complex product or service to a non-technical customer?

Company & Culture Questions:

• Why are you interested in working for PalmPay, and what do you know about our products and services?
• How do you stay updated on industry trends and best practices in customer support?
• How do you handle difficult customers or situations where you cannot provide the desired solution?

Portfolio Presentation Strategy (N/A): As this is a customer support role, a portfolio is not required.

📝 Enhancement Note: Interview preparation for this role should focus on customer support scenarios, industry knowledge, and cultural fit, as technical challenges are not applicable.

📌 Application Steps

To apply for this Customer Support Representative position:

1. Submit your application through the provided link: https://palmpaylimited.applytojob.com/apply/Gt8t9s6dep/Customer-Support-Representative
2. Tailor your resume to highlight relevant customer support experience, skills, and achievements.
3. Prepare for the interview process by researching PalmPay's products, services, and customer support best practices.
4. Practice common customer support scenarios and role-play exercises to demonstrate your problem-solving skills and customer support prowess.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.