High-Caliber Customer Support, Dispute & Chargeback PRO

Overview

Looking for full-time work (8 hours/day)

at $7.00/hour ($1,232.00/month)

Bachelor's degree

Last Active

April 16th, 2024 (4 days ago)

Member Since

June 22nd, 2018

Profile Description

High-Caliber Customer Service, Dispute & Chargeback Specialist
Want to level up your game in the e-commerce industry? Let's work together to ensure outstanding customer service, minimize disputes, and effectively handle and win chargeback cases!

WHY CHOOSE ME?
* I focus on providing VALUE to all my clients and earning their TRUST
* I GO ABOVE AND BEYOND - I strive to go the extra mile in everything I do
*I believe GOOD BUSINESS starts with PERSONAL GOOD ETHICS
I am passionate, result result-oriented, and always provide top-notch assistance and stellar solutions for every inquiry and concern of the customers. On top of that, I am here to safeguard your business interests and financial losses are really important. My goal is to deliver exemplary service to our customers while ensuring fair, balanced, and favorable outcomes for the business.

EXPERTISE:
*Customer Service Excellence: I have a customer-centric mindset and a passion for delivering outstanding support. Whether it's responding to inquiries, providing product details, to delivery status, or addressing disputes and escalations, I will go above and beyond to exceed your customers' expectations.
*Dispute and Chargeback Management: I specialize in resolving disputes and chargeback cases effectively. I will carefully analyze each case, review supporting documentation, and communicate with customers, payment providers, and other financial institutions to negotiate fair resolutions. By employing industry best practices, I will assist you in minimizing chargeback risks and implementing preventive measures.
*Process Improvement: I am committed to continuous improvement. I will assess your existing customer service, dispute management, and chargeback handling processes, identifying areas for optimization. By implementing streamlined workflows, leveraging automation tools, and enhancing internal procedures, I will help you achieve greater efficiency and customer satisfaction.

SKILLS:
*Ecommerce and Online Marketplace (Shopify, Amazon, Etsy, e-Bay, Groupon, Shopee, Lazada)
*CRM (Zendesk, Gorgias, Freshdesk, Salesforce, ClickUp)
*Dispute Resolution and Chargeback Prevention
*Payment Providers (Shopify Payments, PayPal, Stripe, Klarna, Adyen, WorldPay, Checkout)
*Order processing, Fulfillment and Tracking (17Track, USPS, DHL, Shipbob, ShipStation, YunTrack, YunExpress, Cainiao)
*Dropshipping and Supplier Management (AliExpress, Oberlo, Printify, Alibaba)
*Website Updates, FAQs, Process Creation and Optimization (Canva, Trello, Confluence, Jira, Asana)
*Social Media Management (Facebook, Messenger, Instagram, Twitter, TikTok)
With a comprehensive understanding of e-commerce operations, dropshipping, payment processing systems, and dispute resolution strategies, I am equipped to handle the diverse needs of your customers while efficiently managing disputes and chargebacks.

Contact me today to discuss how I can contribute to your e-commerce success.
HIRE ME and LET’S GET STARTED!


Customer Support Specialist (cryptocurrency, dropshipping and other e-commerce stores)
* Handle all types of customer's inquiries via email, live chat and chat from the client's website and social media platforms 
* Provide accurate, valid and comprehensive information to the customers 
* Checking the KYC docs for authenticity and verifying all the required details from the customers for discrepancies and checklist has been met
* Investigate for different issues raised 

Customer Service - Email/Chat Support

- handling the emails that comes from the customers, clients and internal departments
- resolving different escalations and issues received in a timely manner
- answering different queries via email and live chat
- processing orders and tracking order details for the customers
- processing of refunds, returns, disputes and chargebacks
Fraud and Chargeback Specialist (cryptocurrency company)

* Review accounts and determine the legitimacy of the accounts and account holders; responsible for rejecting the majority of fraud orders on a daily basis * Investigate cases based on transaction patterns and trend analysis using different tools and applications 
* Research and conduct a deep dive investigations regarding False Positive cases and send a report together with a recommendation to the management and clients 
* Process chargeback s and disputes, refunds/reconciliations accordingly in a timely manner 
* Perform chargeback and transaction analysis; recommend rule additions or modifications to mitigate the risk


Chargeback Analyst/Back Office Support

- handling all chargeback and refund concerns of the clients from different ecommerce platforms (Shopify, Ebay, Lazada, Walmart, Amazon), banks, payment gateway (PayPal, Worldpay, Braintree, Stripe, etc)
- working hand-in hand with Customer Support and the management in educating them and the customers to avoid chargebacks and in taking precautionary actions and processes to combat fraud and risk related issues
- handling customer data with all the pertinent details, cross checking of all the information before dispatch and delivery, updating the records regarding delivery status, address change and confirmation of other contact details, etc, checking the delivery status and any other delivery issues by liaising with 3PL, 3rd party agencies/couriers
- responding to customers’ emails and resolving their issues in a timely manner

Data Entry Specialist 
- handling and processing receipts from customers in Singapore
- receiving the receipts from client’s portal and ensure that all the details are shown before it has been approved
- encoding the required details: Merchant Name, Transaction Date, Address & Amount
- checking for the receipts that are not under the company’s Terms and Conditions and reject them
- copy paste of all the required details from one source/file (.pdf, excel, etc) to MS Word, Excel or to another source (client’s own website or software tool)
- manual typing of book manuscript with the required format by the client, details from .pdf to MS Word, etc
- answering questions in multiple forms needed  to be submitted on the deadline provided by the clients


Research, Lead Generation and Data Collection
- searching the required details of the client online, checking different sites or using client’s own tools
- searching for the required articles, hospitals, websites, etc that the clients required
- compiling details into Excel or Google Spreadsheets
- using tools such as Lusha, Email Finder, etc to find the email address and contact details of the company or person being searched


Virtual Assistant
- admin related duties such as creating meeting appointments and syncing into Google Calendar
- checking emails and filtering all those important ones and which needs utmost priority and inform the boss about it and flagged that email as important
- responding to emails that comes from the clients, customers and internal departments
- liaise with proper department based on the issues received via email
other ad-hoc activities related to day-to-day office work

Product Finder and Data Entry
- searching the correct match of the item being advertised from one retail site to another
- comparing their details and specs and prices, which is more expensive, difference
- compiling all the required details into Excel/Google Sheets (item name, shipping weight, price, product description, brand, ranking, #sold in a month, URL of the item where to purchase, etc)
- checking the top 10 best sellers for each top selling category
- using different tools such as Keepa, Amazon Scout FBA Calculator and Amazon Stock Scout, Jungle Scout Estimate and Tactical Arbitrage