Title: Chargeback & QA Specialist
- Department: Customer Service / Operations
- Reports To: Customer Service Manager / Operations Manager
We are seeking a dynamic and results-oriented leader to drive excellence within our call center operations. This individual will oversee a team of agents, ensuring adherence to quality standards and implementing strategies to enhance overall performance. Utilizing Gorgias as the primary tool, the Supervisor will monitor agent interactions, conduct evaluations, provide feedback and coaching, and identify areas for improvement. The successful candidate will possess a strong combination of leadership, analytical, and communication skills, with a passion for delivering exceptional customer service.
- This is an in-person position, located in our office in Mumbai:
304 Mahavir Industrial Estate Cst Road Kalina Santacruz East Mumbai 98
Investigate and respond to chargeback claims, gathering evidence and communicating with customers and financial institutions- Analyze chargeback trends and identify root causes to implement preventive measures
Maintain accurate records of chargeback activity and outcomes
- Collaborate with relevant teams (e.g., finance, fraud prevention) to address chargeback issues
Review customer support tickets and interactions in Gorgias to assess agent performance and adherence to quality standards
- Provide constructive feedback to agents and supervisors on areas for improvement
Identify training needs and opportunities to enhance customer service quality- Contribute to the development and maintenance of quality assurance guidelines and processes
Utilize Gorgias effectively for chargeback management and quality assurance tasks- Stay current on Gorgias updates and leverage new features to improve efficiency
Provide support to other team members in using Gorgias for their respective roles
- Collaboration & Communication:
Work closely with customer service, finance, and other teams to address chargeback and quality-related issues
- Communicate effectively with customers, providing clear and concise explanations regarding chargeback disputes
Participate in team meetings and calibration sessions to ensure consistency in quality standards
Experience in chargeback management or a related field- Strong analytical and problem-solving skills
Excellent written and verbal communication skills
- Proficiency in using Gorgias or similar CRM systems
Attention to detail and ability to manage multiple tasks simultaneously- Knowledge of customer service principles and practices
* Salary range based on experience and qualifications
Job Type: Full-time
Work Location: In person
