Customer Service Executive

Customer Escalation Support & Case Management

·             Resolve escalations cases raised by agents and coordinate with merchant supports, tech team, customers, and all stakeholders to ensure timely resolution

·             Work on the rejected return cases by merchants, to resolve the dispute between merchant and customer.

·             Follow up with payment gateway on pending customer cases. refund, retuned cross border, RTO refund, withdrawal from wallet, access the wallet and other payment related issues.

·             Reply to customer reviews on Google, Apple Store and Play Store.

·             Investigate negative review cases to enhance customer experience, calling customers while solving their issue and retain them.

·             Monitor internal customer reviews over the website, including vendor and product reviews and proceed with approval or rejection

·             Track communication canter between customer and merchants.

Call Centre /CS Team Management

·             Monitor outsourced call centre quality of emails replies, calls, and SLAs in response over emails and calls.

·             Perform training sessions to Crystel agents to make sure cases are analysed correctly and to maintain quality.

·             Answer CS Agents inquiries

Additional day to day activities 

·             Prepare summary form for exception cases and compensations vouchers

·             Investigate DED cases while arranging the necessary summary and actions.

·             Assist with investigating suspicious fraud cases

·             Attend to additional requests during the day from different stockholders