Customer Support Representative - Philippines

Description

Who We're Looking For - The Dream Maker

As a key member of our team, the Customer Support Representative's role is crucial in maintaining our commitment to top-notch customer service. You will act as the advocate for our valued customers, handling inquiries, solving problems, and ensuring each interaction leaves a positive impact. Your commitment to customer satisfaction will have a direct influence on the successful delivery of an innovative solution aimed at outsmarting fraud with leading-edge technology. We aim to provide our clients with the best defense against chargebacks, enhancing their revenue and profit margins. Join us in this thrilling endeavor to reshape the fight against fraud.

Your Arena:

• Provide exceptional live customer support for our B2B clients via chat and Email.
• Resolve issues while addressing customer inquiries of all types: billing, technical, administrative and domain related questions regarding chargebacks and fraud prevention.
• Provide step-by-step guidance on product usage, features and troubleshooting.
• Investigate and mitigate customer concerns promptly and accurately to ensure customer satisfaction and feedback collection.
• Collaborate with internal teams, manage escalations and set priorities to further increase customer loyalty.
• Document and track customer interactions within various communication and CRM systems.
• Maintain a high level of product knowledge and stay up-to-date on changes and updates to effectively support customers.

Requirements

What It Takes:

• 3+ years experience in customer support roles.
• Must have excellent written and verbal communication skills in English, with the ability to explain complex concepts to customers.
• Detail oriented, sound judgment and excellent problem-solving skills.
• Must be able to manage multiple interfaces to provide clear, fast and smooth resolutions to customer issues.
• Experience with live customer support within the fintech industry and SaaS products - advantage.
• In-depth knowledge of chargebacks and fraud prevention strategies - advantage.
• Practical experience with standard industry tools such as CRM and ticketing systems - preferably Intercom or Zendesk.
• Familiarity with relevant regulations and compliance standards in the fintech sector - advantage.

Our Story

Chargeflow is a leading force in fintech innovation, tackling the pervasive issue of chargeback fraud that undermines online businesses. Born from a deep passion for technology and a commitment to excel in eCommerce and fintech, we've developed an AI-driven solution aimed at combating the frustrations of credit card disputes. Our diverse expertise in fintech, eCommerce, and technology positions us as a beacon for merchants facing unjust chargebacks, supported by a unique success-based approach. Propelled by a recent $14 million funding round led by OpenView Venture Partners and key fintech investors, Chargeflow has embarked on a product-led growth journey. Today, we represent a tight-knit community of passionate individuals and entrepreneurs, united in our mission to revolutionize eCommerce and fight against chargeback fraud, marking us as pioneers in protecting online business revenues.