Customer Support Executive – eCommerce Fraud & Refund Processing

Job Summary:

We are looking for a detail-oriented Customer Support Executive to join our team. This role involves processing Ethoca/Verifi Alerts, handling chargebacks, managing returned order refunds, and providing excellent support to customers of our US-based eCommerce client. The ideal candidate should have experience in fraud prevention, dispute resolution, and order processing in the eCommerce domain.

Key Responsibilities:

• Ethoca/Verifi Alerts Processing: Review and respond to real-time fraud alerts to prevent chargebacks and unauthorized transactions.
• Chargeback Management: Analyze and dispute chargebacks by gathering necessary documentation and submitting responses within deadlines.
• Returned Order Refunds: Process refunds for returned orders, ensuring compliance with company policies and minimizing revenue loss.
• Customer Support: Handle inquiries related to payments, refunds, disputes, and order status through email and chat support.
• Fraud Prevention & Risk Analysis: Identify fraudulent transactions, assess risks, and recommend preventive measures.
• Order Verification: Validate orders flagged for potential fraud, ensuring a seamless customer experience while minimizing risks.
• Collaboration: Work closely with internal teams such as Finance, Risk, and Customer Service to resolve disputes efficiently.
• Documentation & Reporting: Maintain accurate records of disputes, refunds, and fraud cases to support audit and compliance requirements.

Qualifications & Skills:

• Experience: 1-3 years in eCommerce customer support, chargeback processing, fraud prevention, or a similar role.
• Technical Skills: Familiarity with chargeback dispute systems, payment gateways, and fraud detection tools.
• Communication: Excellent written and verbal English skills to interact effectively with US-based customers.
• Analytical Skills: Strong problem-solving abilities with attention to detail in analyzing disputes and fraudulent activities.
• Adaptability: Ability to work in a fast-paced environment and handle multiple tasks efficiently.

Why Join Us?

• Competitive salary and performance-based incentives.
• Career growth opportunities in eCommerce and fraud management.
• Exposure to US-based eCommerce business operations.

If you have a keen eye for detail and a passion for customer service and fraud prevention, we'd love to hear from you! Apply today and be part of a dynamic global support team.

Job Type: Full-time

Pay: ₹18,000.00 - ₹25,000.00 per month

Schedule:

• Day shift
• Morning shift

Supplemental Pay:

• Overtime pay

Work Location: In person