Description :

Key Responsibilities:

• Respond to customer queries via email, phone, chat, or ticketing systems in a timely and professional manner.
• Assist merchants with onboarding, KYC documentation, and platform integration.
• Resolve technical and transactional issues, including failed payments, refunds, chargebacks, and disputes.
• Escalate unresolved queries to appropriate internal teams (tech, compliance, finance).
• Maintain records of customer interactions and transactions in the CRM system.
• Provide support on product usage, features, and troubleshooting steps.
• Work closely with internal teams to ensure a seamless merchant experience.
• Monitor system alerts and ensure timely communication with impacted merchants.
• Contribute to knowledge base creation and FAQs to enhance self-service support.
• Ensure adherence to SLAs and maintain high customer satisfaction scores.