Customer Support Executive

2 days ago

New Delhi, India Rooter.gg Full time

Role: Customer Support Executive

Job Location: New Delhi (East of Kailash)

Experience: 2- 4 Years

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 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
  • Ensure compliance with payment gateway policies

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

Communication

  • Provide real-time updates on urgent chargebacks that require immediate attention
  • Collaborate with internal teams, such as finance or operations, to gather necessary data or clarify discrepancies

Team Collaboration:

  • Work with cross-functional teams (finance, operations) to resolve issues
  • Contribute to process improvements and provide feedback during team meetings

Setup & Monitoring:

  • Help set up customer support functions, especially for e-commerce transactions
  • Create dashboards to monitor and respond to customer queries effectively

Requirements :

  • 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.

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