Job Detail

Job Description

• Checking and Resolving the payouts issues from various platforms such as customer support ticketing system, Play store reviews, Whatsapp groups, Twitter and Facebook.
• Documenting issues which are raised on social media and playstore and collating it so that the relevant team can analyse feedback and implement in future releases 
• Once the payout issue is raised, finding out the particular transaction w.r.t UTR, Amount and Date of transaction
• Confirming with the city managers/support agents regarding the veracity of transactions
•  Documenting status of that transaction ex: Pending/Not received.
• Collate the transaction details under review and pass it to our Payment Gateway partners
• Following up with PG partners and resolving the case and reporting back to the city managers/support agents at the earliest
• Documenting the various payout issues received on a day to day basis at EOD so that it can reviewed and audited at a biweekly basis
• Patterns emerging from the above should be reported to relevant stakeholders so that they can take it forward and avoid repetition of the same issue.
• Maintaining the accounts in Razorpay and Cashfree.
• Keeping check on the statuses of the pending and failed transactions and escalating them to respective gateways
• Coordinating with various teams stakeholders to continuously provide payment infrastructure feedback

Desired Experience / Background:

• Working Proficiency in English and Hindi is mandatory
• Documentation in Google sheets
• Freshdesk or any similar CRM experience
• Prior experience in Excel and its basic functionalities 
• SQL working knowledge (optional)
• Previous experience working with support agents and hands-on experience in handling support queries and customer complaints

Skills Required