Customer Service Representative

Nostro.pk is a dynamic fintech platform focused on empowering Pakistani freelancers, entrepreneurs, and businesses by providing seamless access to international banking services. Our platform allows customers to receive and manage international payments through USD accounts and customized payment solutions, simplifying cross-border financial transactions. We are currently looking for a Customer Support Representative to serve as the primary point of contact for our customers. This role requires delivering exceptional customer service, reviewing applications, and supporting operational processes to ensure smooth onboarding and timely resolution of inquiries.

Key Responsibilities

Customer Support & Ticket Management:
Respond promptly to customer support tickets via Nostro’s communication channels, including email and live chat. Address inquiries related to account setup, verification, deposits, withdrawals, payment processing, and general platform use. Provide clear, professional, and timely responses, investigate reported issues, and coordinate with internal teams to resolve problems efficiently. Maintain detailed records of customer interactions and escalate complex technical, financial, or compliance issues to the appropriate departments.

Customer Applications & Onboarding:
Manage incoming customer applications and monitor their progress through the onboarding pipeline. Review submitted information and documentation for completeness and accuracy, identify missing or inconsistent data, and communicate next steps to applicants. Work closely with the compliance team on applications requiring additional scrutiny. Keep customers updated on their application status and assist in resolving any onboarding delays. Ensure accurate record-keeping and adherence to internal procedures throughout the process.

Customer Queries & Account Assistance:
Assist customers with questions about their Nostro accounts, including features, fees, transaction statuses, and account requirements. Clearly explain platform processes and policies, helping users navigate the platform while troubleshooting basic account and application issues. Proactively follow up when additional information or action is needed. Identify recurring questions and provide feedback to improve support documentation and platform usability.

Operations & Internal Coordination:
Collaborate with compliance, product, engineering, and operations teams to resolve customer issues efficiently. Monitor pending tickets and applications to meet service-level targets. Flag unusual account activity, suspicious documents, or compliance concerns through proper channels. Contribute to maintaining and updating FAQs, internal guides, and response templates. Identify operational bottlenecks and recommend improvements to support and onboarding processes.

Required Qualifications

- Excellent written and verbal communication skills in English.
- Strong attention to detail with the ability to accurately review customer information and documentation.
- Effective organizational and time-management skills to handle multiple support tickets and applications simultaneously.
- A customer-first mindset with professionalism in communicating with diverse customers.
- Basic computer skills, including proficiency with email, spreadsheets, and online support tools.
- Ability to follow established procedures and handle sensitive customer information responsibly.
- Good problem-solving skills and the ability to remain calm and professional when addressing frustrated customers.

Preferred Qualifications and Benefits

Preferred Qualifications:
- Previous experience in customer support, customer success, fintech, banking, or financial services.
- Familiarity with ticketing systems, CRM platforms, and customer onboarding workflows.
- Experience reviewing identity verification documents or assisting with KYC procedures.
- Understanding of international payments, digital banking, or payment platforms.
- Experience working in a startup or fast-paced operational environment.

Working Conditions and Benefits:
This is a full-time, remote position within the Customer Operations department, reporting directly to the Co-Founder. The role offers a competitive monthly salary range from Rs22,124.43 to Rs75,101.07. Employees will have the opportunity to work in a growing fintech startup serving an international customer base, gaining hands-on experience with fintech operations, customer onboarding, and international payment services. The work environment is collaborative and fast-paced, with ample opportunities for professional development and career growth as Nostro expands.