About the Role

In This Role, You Will:

• Engage with Customers: Reach out to customers whose transactions have been flagged by the Merchant Risk Team to confirm the authenticity and purpose of these transactions.

• Collect and Document Feedback: Accurately document customer responses through a structured questionnaire, gathering detailed information about the transaction and any additional evidence, such as screenshots or app videos.

• Report Insights: Provide detailed reports on customer interactions, including transaction purposes, customer awareness, and any concerns raised, through the designated Google form.

• Ensure Compliance: Adhere to company policies and regulatory requirements during all calls and data collection activities, ensuring that sensitive information is handled with discretion.

• Manage Call Volumes: Complete the required number of calls each month (target of 396 calls), including managing ad-hoc calling tasks as assigned.

• Collaborate with Teams: Work closely with the Customer Support Team and Merchant Risk Team to ensure accurate and timely reporting of customer insights that aid in decision-making.

Required Qualifications:

• Education: Bachelor’s degree in any discipline.

• Communication Skills: Strong verbal communication skills with a customer service focus.

• Multilingual Ability: Proficiency in multiple languages to effectively communicate with a diverse customer base

• Attention to Detail: Ability to document interactions accurately and thoroughly.

• Professionalism: Capability to handle sensitive information with discretion and maintain confidentiality.

• Basic Technical Skills: Proficiency in using Google Forms , excel, Google sheets.

Desired Qualifications:

• Understanding of Risk Management: Basic knowledge of transaction processes and risk management principles.

• Analytical Skills: Ability to assess customer feedback critically and contribute to the decision-making process.

• Team Collaboration: Experience working in a team environment, particularly in roles that require close coordination with multiple departments.