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Job Title : Customer Support Agent - Full Time
Location – Luxembourg
We are looking for a Customer Support Agent to join our team and assist end-users of the Cashlib payment solution., responsible for handling inquiries related to prepaid vouchers, online purchases, and VIP status activation (KYC),transactions verification, ensuring a smooth and privacy-respecting experience for all users.
Responsibilities
- Respond to customer inquiries via ticketing system.
- Help users with:
- Voucher usage (e.g. redemption issues, payment errors)
- KYC process and VIP status , My Cashlib account activation
- Purchase confirmation, delivery, and troubleshooting
- Flag suspicious activity or technical issues to the relevant team.
- Contribute to internal documentation and FAQs by logging common user issues.
- Maintain a polite, clear, and user-friendly tone in all communications.
Skills & Requirements
- Fluent in French and English (other languages such as Spanish or German are a plus)
- Computer and web navigation skills
- Familiar with AI-based tools is a plus
- Strong communication and writing abilities
- Patient, detail-oriented, and willing to learn
- Experience with support platforms like Zendesk, Intercom, or Freshdesk is highly appreciated
- Previous experience in online customer support (email, ticketing, or chat) is a plus
- Knowledge of fintech, digital vouchers, or KYC processes is desirable
