Working Days - Monday to Friday

Work Shift - 7:00 PM to 4:00 AM IST

Job Description:

We are looking for an experienced Customer Service Representative to support US-based customers via calls and chat. The ideal candidate must have a deep understanding of subscription models, be proficient in handling billing disputes, chargebacks, and refunds, and work towards customer retention while ensuring an excellent service experience. This role also requires basic Excel skills (VLOOKUP, Pivot Tables, etc.) and coordination with the internal finance team for transaction-related issues.

Key Responsibilities:

Customer Support & Query Resolution:

- Assist US customers via calls and chat regarding subscription-related inquiries.

- Address and resolve complaints about unwanted deductions, billing issues, and chargebacks.

- Provide clear explanations about charges, subscription plans, and account activities.

Customer Retention & Relationship Management:

- Engage with customers to retain subscriptions and offer solutions to minimize churn.

- Educate customers on service benefits and resolve cancellation requests where possible.

- Offer alternative solutions, plan adjustments, discounts, or upgrades to reduce churn and enhance the customer experience.

Finance Coordination & Chargeback Handling:

- Collaborate with the internal finance team for refund requests and disputed transactions.

- Process chargebacks efficiently and ensure compliance with company policies.

- Maintain accurate records of transactions, disputes, resolutions, and financial adjustments.

Process Adherence & Documentation:

- Follow company guidelines while handling refunds, complaints, and escalations.

- Document all interactions and resolutions in the CRM system with clear notes and follow-ups.

- Generate basic Excel reports for customer cases, refunds, and disputed transactions.

- Provide feedback on common issues to improve processes and reduce disputes.

Required Skills & Qualifications:

- 3+ years of experience in customer service, specifically handling US customers.

- Proficiency in handling both calls and chat support.

- Strong understanding of subscription-based models, chargebacks, and refund processes.

- Experience in customer retention and churn management.

- Basic Excel skills (VLOOKUP, Pivot Tables, Data Sorting, etc.).

- Ability to work effectively in night shifts (7 PM - 4 AM IST).

- Excellent communication, problem-solving, and negotiation skills.

Desired Qualifications:

- Experience using CRM tools (Zendesk, Freshdesk, Salesforce, etc.).

- Prior experience in SaaS, OTT, e-commerce, or fintech customer service.

- Knowledge of payment gateways and dispute resolution processes.

Benefits & Perks:

- Competitive Salary

- PF & Medical Insurance

- Paid Company Holidays & Paid Time Off

- 5 Days working - Good Work/Life Balance!

- Work in a fast-paced, customer-focused environment

- A Friendly & Supportive Culture!