Customer Support Professional

1 day ago


Delhi, Delhi, India Rooter Full time

We are seeking an experienced Customer Support Professional to join our team in New Delhi. In this role, you will be responsible for delivering exceptional customer support to our clients, resolving inquiries and issues efficiently.

About the Job

As a Customer Support Executive, you will be the primary point of contact for our customers, providing timely and effective solutions to their queries. Your strong communication skills and proficiency in using ticketing tools such as Freshdesk, Zendesk, and Zohodesk will enable you to manage chargeback submissions, data tracking, and ensure timely resolutions.

The ideal candidate will have experience in a B2C environment, with a strong background in customer support, problem-solving, and conflict resolution. You will work closely with internal teams to maintain high customer satisfaction and contribute to process improvements through your feedback during team meetings.

In addition to your technical skills, you will possess excellent written and verbal communication skills in English, with the ability to thrive in a fast-paced environment while managing multiple tasks effectively. Your positive, patient, and empathetic attitude towards customers will be essential in providing world-class support.

Responsibilities:
  • Customer Support:
    • Provide exceptional support via email, chat, and phone
    • Resolve customer issues promptly, ensuring satisfaction
    • Use ticketing tools (Freshdesk, Zendesk, Zohodesk, etc.) to track and resolve queries
  • Daily Chargeback Submission:
    • Log and submit chargebacks accurately for assigned payment gateways
    • Prepare and upload necessary documentation (transaction details, proof of delivery, customer communication, and any other required evidence) for each chargeback
  • Data Management:
    • Maintain detailed records of all chargebacks submitted, including date, PG, transaction ID, amount, and status
    • Generate daily chargeback reports summary and escalate issues as needed
  • FOLLOW-UP AND DISPUTE MANAGEMENT:
    • Monitor the status of submitted chargebacks and follow up with payment gateways to ensure resolution within the designated timeframe
    • Escalate unresolved or complex disputes to the client or relevant team members as needed
  • Compliance and Accuracy:
    • Ensure 100% compliance with payment gateway chargeback policies and procedures
    • Double-check all submissions to avoid errors and rejections
  • Team Collaboration:
    • Work with cross-functional teams (finance, operations) to resolve issues
    • Contribute to process improvements and provide feedback during team meetings

We offer a competitive salary range of ₹250,000 - ₹350,000 per annum, commensurate with experience, depending on qualifications and performance.

About Rooter: Rooter is a tech consumer platform that offers a marketplace called 'Rooter Shop' for digital gaming currencies.



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