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