Key Responsibilities
Customer Service
- Handle customer inquiries via phone, email, chat, and other communication channels.
- Provide accurate information regarding products, services, policies, and procedures.
- Resolve customer concerns and complaints in a timely and professional manner.
- Maintain high levels of customer satisfaction and service quality.
- Escalate complex cases to relevant departments when required.
Refund Management
- Process customer refund requests as per company policies and guidelines.
- Verify refund eligibility and supporting documentation.
- Coordinate with finance, operations, and other teams to ensure timely refund processing.
- Track refund status and provide updates to customers.
- Maintain accurate records of refund transactions and customer interactions
- Documentation & Reporting
- Maintain customer records in CRM systems.
- Prepare daily, weekly, and monthly reports on refunds and customer service activities.
- Ensure compliance with organizational and regulatory requirements.
- Identify recurring customer issues and suggest process improvements
- 1-3 years of experience in Customer Service, Refund Processing, Claims Handling, or Back Office Operations.
- Experience in BPO, Insurance, Banking, E-commerce, Healthcare, or Service Industry preferred.
- Proficiency in MS Excel, MS Office, and CRM tools.
- Good understanding of customer service principles and complaint resolution.
