Customer Support Associate Job

Key responsibilities:

1. Manage all aspects of payment processing, including pending payments, fund transfers, refunds, chargebacks, and transaction inquiries
2. Investigate and resolve customer disputes related to payments
3. Ensure timely and accurate processing of refunds and chargebacks
4. Contribute to product development and fixes by highlighting payment failure/error trends and working with stakeholders to resolve them
5. Monitor payment trends and identify areas for improvement in the payment process
6. Develop and maintain documentation related to payment processing procedures
7. Collaborate with cross-functional teams to ensure a seamless payment experience for customers and merchants
8. Provide excellent customer support to the customers reaching out to Karbon Cards with queries and issues across all support channels such as email, phone, WhatsApp, and chat
9. Work on a timely response to customer communication

Requirements:

1. Bachelor's degree in finance, accounting, or a related field preferred
2. Excellent communication skills in English (speaking and writing skills ) and Hindi
3. 1-3 years of experience in customer support, preferably in the BFSI domain managing payment-related issues
4. Attention to detail: As a KYC document collector, you'll be responsible for collecting and verifying a large volume of documents, so you need to be detail-oriented and meticulous in your work
5. Knowledge of KYC regulations: You must have a strong understanding of KYC regulations and compliance requirements. This will help you ensure that you are collecting and verifying the correct documents
6. Analytical skills: You must be able to analyze the documents provided by clients and assess the potential risks associated with the business. You need to identify and investigate any discrepancies and ensure that the documents are authentic
7. Organization skills: You need to be highly organized to maintain accurate records of the collected documents and ensure that all deadlines are met
8. Time management: You must have excellent time management skills to prioritize and meet deadlines for document collection and verification
9. Problem-solving: You should be able to solve problems that arise during the KYC document collection process, such as missing or incorrect documents

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