Client Support Specialist (24*7 shift based)
About the role
Trust Payments is seeking an experienced Client Support Specialist to join their Global Client Support team in Colombo, working on a hybrid basis. The role involves providing expert guidance and support to clients on payment solutions via phone, chat, and email, resolving complex queries, supporting business-critical transactions, and identifying opportunities for account growth. The position requires participation in a 24/7 rotating shift pattern, including nights, weekends, and bank holidays, with comprehensive training provided. Candidates should have at least 4 years of customer-facing support experience in payments or fintech, strong technical knowledge of payment systems, and proficiency with Zendesk, Microsoft Office, and CRM systems. The company offers a dynamic fintech environment, competitive salary in GBP, 0% personal income tax, provident and trust fund contributions, and a comprehensive benefits package.
Must have
- At least 4 years' experience in customer-facing support within payments or fintech
- Strong understanding of payment systems, capabilities, and features
- Proficient in Zendesk (or similar ITSM tools), Microsoft Office, and CRM systems (Salesforce/DMS)
- Track record of exceptional customer service delivery
- Ability to explain complex technical concepts in an accessible way
- Skilled at managing challenging situations with professionalism and empathy
- Excellent problem-solving and analytical skills
- Effective communicator at all levels
- Self-motivated, organized, and able to work well under pressure
- Strong team player who works independently with integrity
Nice to have
- ITIL Foundation qualification or experience in ITIL environments
- Knowledge of financial services regulations and compliance
Technologies
- Accessibility
- CRM
- Fintech
- ITIL
- Microsoft 365
- Salesforce
- Zendesk
Highlights
The role is based in Port City, Colombo, with a hybrid work arrangement and 24/7 rotating shifts (including nights, weekends, and bank holidays). Employees benefit from 0% personal income tax, salaries paid in GBP, and provident/trust fund contributions. Comprehensive training is provided, and the company offers flexible work arrangements, wellness initiatives, and extensive leave provisions. Application is via the company's online form.
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