Dispute/CSR Manager

MUST HAVE: Experience with handling disputes in Klarna and PayPal

ROLE

Your role as a dispute manager is to resolve incoming disputes on a daily basis. You do this in consultation with the customers or with the payment providers (Klarna and Paypal). You will also help our current customer service staff process incoming emails. You will do this in addition to your dispute manager duties.

RESPONSIBILITIES

- Every day you will have to take care of our disputes, including on the weekends. You will be responsible for doing this on a daily basis and show this neatly in our weekly departmental meeting in combination with the set KPIs.
- Keep up a good relation with Klarna and PayPal
- Make sure the disputes are fulfilled on time
- Your duties require you to investigate and gather all relevant information to the claims brought forth
- You may work with a customer to come up with the best resolution for both the customer and the company.
- In any situation, your goal is to tactfully negotiate and reach a resolution where both parties are satisfied.
- Working with the workflow and templates
- Working in a team environment
- Achieving KPIs
- Optimize the entire process whenever possible. (SOPs, workflows, templates, etc.)

RESULTS

- Completion of tasks on or before the due date
- High winning rate on the dispute
- Good relation with Klarna and Paypal
- Perfect use of the workflows and templates
- Achieve targeted KPI’s
- All disputes are handled in the correct way

REQUIREMENTS

- You are a people person and you truly care about people
- You speak English fluently
- You have great managing skills

Competences
- Attention to Detail
- Managing skills
- Excellent Written and Verbal Communication Skills
- Timely Completion Of Tasks
- Excellent interpersonal skills
- Highly committed professional and Loyal
- Proactivity
- Teamwork
- Adaptability

Technology Requirements
- Reliable Internet Connection
- Reliable Phone/Laptop/Computer
- Enough space on your laptop

Additional Information:
- Time Schedule: Open as long as the job is completed
- Start as freelance commitment work towards Full-Time
- Salary: Will be discussed

use "MUTANT" in your application if you want to be taken seriously ;)