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.
