Customer Service Executive

About the Role

We are looking for a resilient, empathetic, and solution-oriented Customer Service Executive to join our team. This role goes beyond traditional customer support by focusing on complex customer concerns, dispute resolution, and service recovery.

As the primary point of contact for escalated cases, you will investigate issues, resolve customer disputes, and deliver fair, policy-compliant solutions that strengthen customer trust and loyalty. If you excel under pressure, communicate with confidence, and enjoy solving challenging problems, we'd love to hear from you.

Key Responsibilities

Dispute Resolution

• Handle escalated customer complaints and complex service issues via phone, email, or other communication channels.
• De-escalate challenging situations through active listening, empathy, and effective communication.
• Provide timely, fair, and customer-centric resolutions while adhering to company policies and procedures.

Investigation & Analysis

• Investigate customer disputes by reviewing account history, billing records, transaction details, and service logs.
• Identify root causes and recommend appropriate solutions based on available evidence and company guidelines.
• Evaluate the validity of billing discrepancies, payment disputes, chargebacks, and other customer claims.

Customer Retention & Service Recovery

• Negotiate appropriate resolutions, including refunds, service adjustments, credits, or alternative solutions within approved authority limits.
• Restore customer confidence by delivering professional, transparent, and effective service recovery.
• Ensure customers receive clear explanations regarding investigation outcomes and resolution decisions.

Cross-Functional Collaboration

• Work closely with Billing, Operations, Compliance, Product, Legal, and other internal teams to resolve complex cases efficiently.
• Escalate high-risk or sensitive cases when required and follow through until resolution.
• Share recurring customer feedback and dispute trends to support continuous process improvements.

Documentation & Reporting

• Accurately document customer interactions, investigation findings, supporting evidence, and final resolutions within the CRM system.
• Maintain complete and compliant case records for quality assurance and audit purposes.
• Prepare reports on dispute trends and customer insights to support operational improvements.

Job Requirements

• 0–3 years of experience in Customer Service, Customer Support, Call Centre, Dispute Resolution, Customer Retention, Collections, or a related field.
• Fresh graduates with excellent communication skills and a strong customer service mindset are encouraged to apply.
• Strong verbal and written communication skills in English (additional languages are an advantage).
• Excellent problem-solving, analytical, and decision-making abilities.
• High emotional resilience and the ability to manage challenging customer interactions professionally.
• Comfortable using CRM systems (e.g., Salesforce), ticketing platforms, Microsoft Office, and Google Workspace.
• Strong attention to detail with the ability to manage multiple cases simultaneously.