Customer Support Executive

globally recognized digital payments platform that enables individuals and businesses to send, receive, and manage money securely. It supports online transactions, e-commerce, and financial services across multiple countries.

Handle inbound and outbound customer interactions through calls, chat, and email, providing timely and accurate support for payment-related queries.

Assist customers with issues related to failed transactions, payment declines, refunds, reversals, and pending payments.

Educate customers on how to use PayPal services, including sending/receiving payments, linking bank accounts/cards, and managing account settings.

Resolve customer concerns related to account limitations, verification processes, and security checks in a clear and professional manner.

Provide step-by-step guidance to customers facing difficulties during checkout or while using the PayPal payment gateway.

Investigate and resolve transaction discrepancies by reviewing account activity and coordinating with internal teams when required.

Handle customer complaints empathetically, ensuring a positive customer experience and maintaining high satisfaction levels.

Support customers in dispute and chargeback processes, including explaining policies, gathering required documentation, and tracking case progress.

Identify and escalate high-risk or suspicious transactions to the fraud and risk management teams.

Maintain accurate and detailed records of all customer interactions in CRM systems for future reference and compliance.

Meet and exceed performance metrics such as Average Handling Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT), and quality scores.

Stay updated with PayPal policies, product updates, and process changes to provide correct and consistent information.

Collaborate with cross-functional teams (technical support, risk, operations) to resolve complex customer issues.

Ensure compliance with data protection regulations and maintain confidentiality of customer information at all times.

Participate in training sessions, feedback programs, and continuous improvement initiatives to enhance service quality.