Rooter.gg | Customer Support Executive
3 weeks ago
As a Customer Support Executive, you will be responsible for delivering high-quality support to customers, resolving inquiries and issues efficiently. You will manage chargeback submissions, data tracking, and ensure timely resolutions, while working closely with internal teams to maintain high customer satisfaction.The ideal candidate will have experience in a B2C environment, strong communication skills, and proficiency in using ticketing tools.Responsibilities:Customer Support:Provide exceptional support via email, chat, and phoneResolve customer issues promptly, ensuring satisfactionUse ticketing tools (Freshdesk, Zendesk, Zohodesk, etc.) to track and resolve queriesDaily Chargeback SubmissionLog and submit chargebacks accurately for assigned payment gatewaysPrepare and upload necessary documentation (transaction details, proof of delivery, customer communication, and any other required evidence) for each chargebackEnsure compliance with payment gateway policiesData ManagementMaintain detailed records of all chargebacks submitted, including date, PG, transaction ID, amount, and statusGenerate daily chargeback reports summary and escalate issues as neededFollow-up and Dispute ManagementMonitor the status of submitted chargebacks and follow up with payment gateways to ensure resolution within the designated timeframeEscalate unresolved or complex disputes to the client or relevant team members as neededCompliance and AccuracyEnsure 100% compliance with payment gateway chargeback policies and proceduresDouble-check all submissions to avoid errors and rejectionsCommunicationProvide real-time updates on urgent chargebacks that require immediate attentionCollaborate with internal teams, such as finance or operations, to gather necessary data or clarify discrepanciesTeam Collaboration:Work with cross-functional teams (finance, operations) to resolve issuesContribute to process improvements and provide feedback during team meetingsSetup & Monitoring:Help set up customer support functions, especially for e-commerce transactionsCreate dashboards to monitor and respond to customer queries effectivelyRequirements :Bachelor's degree or equivalent qualification.2-4 years of experience in a Customer Support Executive role or similar position within a B2C environment.Proficient in using ticketing systems like Freshdesk, AnyDesk, or similar platforms.Strong written and verbal communication skills in English.Excellent problem-solving skills with keen attention to detail.Ability to thrive in a fast-paced environment while managing multiple tasks effectively.A positive, patient, and empathetic attitude towards customers.Familiarity with customer support metrics, KPIs, and performance tracking.Willingness to work flexible hours, including weekends and holidays as needed.
About Rooter
++ : Rooter has transformed from being a Live Streaming Platform hosting India’s largest community of 85 Mn+ gamers and 1.5 Mn+ creators, a strong partner for brands and publishers to connect with Gamers, to now also offering a marketplace called ‘Rooter Shop’ for digital gaming currencies. Rooter Shop is the result of our belief in the propensity of Indian gamers to spend online on games, accessories and other digital assets.
Our unique proposition as a tech consumer platform sitting at the convergence of 3 large macro trends - gaming, content and commerce, gives us immense confidence to say that we’re here for the long haul, building an enduring Gaming brand out of India.
Website::Check out our Product :
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