
Customer Support Liaison
1 day ago
Job Title: Customer Support Liaison
We are seeking a highly skilled and experienced Customer Support Liaison to join our team. As a Customer Support Liaison, you will be responsible for delivering exceptional customer service and support to our clients.
Key Responsibilities:
- Respond to customer inquiries in a timely and professional manner via phone, email, and chat.
- Resolve customer issues related to digital payments, transaction failures, refunds, chargebacks, and account discrepancies.
- Evaluate and escalate unresolved queries to the appropriate departments and ensure follow-through.
- Maintain accurate records of customer interactions, issues, and resolutions using CRM tools.
- Collaborate with technical and operations teams to address recurring issues and enhance customer experience.
- Provide feedback to product development teams based on customer pain points.
- Stay updated on industry trends, product updates, and regulatory guidelines in the payments domain.
Required Skills and Qualifications:
- A minimum 6-month experience in customer support within the payments or fintech industry.
- A strong understanding of digital payment systems, payment gateways, UPI, cards, wallets, and banking protocols.
- Excellent verbal and written communication skills in English (regional language proficiency is an asset).
- Strong problem-solving skills and attention to detail.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Familiarity with customer support tools or similar CRMs.
- A basic knowledge of fraud prevention and KYC/AML guidelines is an advantage.
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