Chargeback Specialist

Job Description

PhonePe Group is seeking a Chargeback Specialist to handle disputes, manage stakeholders, and serve as the interface between PhonePe Customer Support, internal technical teams, and external business services. The ideal candidate will provide timely and accurate resolutions to technical and non-technical issues raised by customers on the PhonePe platform.

This role involves analyzing disputes, developing solutions for production environments, providing customer feedback, and maintaining records of problem analysis. The Chargeback Specialist will diagnose and troubleshoot payment-related issues, working effectively with cross-functional teams to provide solutions aligned with business requirements.

Responsibilities:

• Analysis of disputes/chargebacks with end to end closure post discussion with relevant stakeholders.
• Developing, owning and monitoring solutions for production and non-production environments and applications.
• Flexible to take up extra Initiative or additional work as per the organizational requirement
• Provide feedback from customer users to the team.
• Maintain on-going record of problem analysis and resolution activity in an on-call tracking system
• Diagnosing, troubleshooting and fixing issues related to Customer payments.

Requirements:

• 2-3 years of experience in dispute management and in NPCI products.
• Proven success in a fast paced production support environment.
• Good in problem solving and analytical skills.
• Demonstrated ability to communicate effectively in writing, ideally with a successful track Record of responding to/resolving customer issues through written communication
• Excellent written and oral communications skills
• Prior experience in e-commerce or payments / web services domain as a Technical support executive
• Ability to effectively work with cross functional teams.
• Possess ability to understand business problems and provide solutions/information related to the business requirements.

PhonePe offers:

• Insurance Benefits
• Wellness Program
• Parental Support
• Mobility Benefits
• Retirement Benefits
• Other Benefits such as Higher Education Assistance, Car Lease, and Salary Advance Policy