Customer Support Executive

Handle customer requests related to cancellations, refunds, and related queries through calls, emails, or other communication channels.

Understand customer concerns and provide clear information regarding the cancellation and refund process.

Verify customer details, transaction information, and required supporting documents.

Coordinate with internal departments such as operations, finance, accounts, and customer support for case resolution.

Initiate and process cancellation and refund requests as per company policies and procedures.

Track refund cases from request initiation to final closure.

Follow up with relevant teams to ensure cases are processed within the required timelines.

Keep customers updated regarding the status of their cancellation or refund requests.

Handle customer concerns professionally and provide appropriate resolutions.

Identify discrepancies or missing information and coordinate for necessary corrections.

Maintain accurate records of cancellation and refund cases in the system.

Ensure all required documentation and case details are properly updated.

Escalate complex or delayed cases to the appropriate department or senior team.

Maintain confidentiality of customer and transaction-related information.

Ensure timely closure of cases while maintaining accuracy, quality, and customer satisfaction.