Customer Service Representative(Chat)

Customer Support Expert - International Chat(Cards, Fraud & Banking Queries)

Role Overview

We are hiring a detail-oriented and customer-focused professional to manage end-to-end customer queries related to card disputes, fraud concerns, and retail banking services. The role involves handling customer interactions via chat, investigating issues, and ensuring timely resolution while maintaining compliance with regulatory and quality standards.

Key Responsibilities

• Handle customer queries related to debit/credit card disputes, fraud, and retail banking services
• Manage end-to-end dispute and complaint life-cycle, including chargebacks and investigations
• Investigate customer issues using internal tools, transaction data, and supporting documentation
• Ensure timely resolution within defined SLAs
• Maintain compliance with internal policies and regulatory guidelines
• Provide clear, accurate, and professional communication to customers via chat
• Maintain proper case logging and documentation for all customer interactions

Required Skills & Qualifications

• Minimum 1 year experience in customer service, card operations, disputes, fraud, or banking processes
• Strong analytical and problem-solving abilities
• Good written and verbal communication skills
• Knowledge of card dispute regulations (Visa/Mastercard preferred)
• Ability to work in a fast-paced, SLA-driven environment

Process Details

• Process: Cards, Fraud, Disputes & Retail Banking Queries
• Support Type: Chat
• Work Schedule: 5 days working with 2 rotational offs
• Shift: 24/7 rotational shifts
• Job Location: Malad- Mumbai

Eligibility Criteria

• Graduate (mandatory)
• Minimum 1 year of relevant experience
• CIBIL Score: 670+

Compensation

• CTC: Upto 4.02 LPA
• In-hand Salary: Upto 28,000 per month