Customer Support Operations

Key Responsibilities

1. Customer Review & Reputation Management Monitor and respond to customer reviews on Google Review and App Store in a timely and professional manner. Escalate and coordinate internally for reviews requiring further investigation. Analyze feedback trends to identify service improvement opportunities.

2. Reporting & Data Accuracy Control Extract and compile daily operational reports. Validate and correct report data to ensure accuracy and reliability. Monitor refund and settlement data to prevent discrepancies.

3. Refund & Financial Administration Review and validate customer refund request forms. Verify and reconcile manual refund data. Prepare official reports ( Refund Cost for Customer Service). Submit Expense Reports for: Refund requests Cash Advance (CA) requests Settlement submissions Ensure all refund processes are properly documented and comply with SLA and internal controls.

4. Pending Case & Special Case Handling Follow up on pending cases until resolution. Handle special case claims to third parties in accordance with company procedures. Coordinate with related stakeholders to expedite case resolution.

5. Vendor & Operational Payment Administration Manage administrative processing for vendor payments. Process Talk: Recharge payments. Manage Official WABA Customer Service payments. Ensure timely and accurate payment processing with proper documentation

Requirements 1-2 years of experience in Customer Support / Customer Experience / Operations. Strong analytical and problem-solving skills. Experience using CRM/ticketing tools (Zendesk, Freshdesk, etc.). Good communication skills (written & verbal). Able to work in fast-paced and target-driven environment.