About the role
About the roleYou'll be the point of contact for the client's US customers who have raised disputes, working to resolve them over scheduled video calls, including through settlement discussions.Each call follows an approved script and process. The role needs someone calm, clear, and professional, who can handle sensitive conversations and keep accurate records.
What you'll do
- Conduct scheduled video calls with US customers to resolve their concerns
- Follow approved scripts and processes on every call
- Keep conversations calm, respectful, and on track, including when customers are upset
- Escalate anything outside the process to the right team
- Record call outcomes accurately and on time
- Follow all confidentiality and data-handling requirements
- 1.5+ years in a customer-facing voice role with US customers
- Excellent spoken English, with a clear, neutral accent and a confident, professional manner on video calls
- Comfortable handling sensitive or tense conversations without losing composure
- Able to stick closely to a script while still sounding natural
- Accurate note-taking and basic computer skills (Zoom, Google Workspace or MS Office)
- Available for 24x7 rotational shifts, including nights and weekends
- A quiet home workspace and a stable internet connection with backup (laptop and headset will be provided)
- Experience in disputes, claims, collections, or chargebacks
- Exposure to fintech, banking, or financial services
- Experience handling escalations or sensitive customer cases