Kuhan S N DHAYAN

-Work closely with the team, motivating and coaching
-Reporting to the Customer Service Manager
-Manage day-to-day line activities, prioritize, and make
risk/impact assessments within existing processes and
procedures towards achieving
- Specialize on Finance related concern on the payment
platform,
-Assist and resolve the concern based on the payment
method.
- Resolves problems by clarifying issues; researching and
exploring answers and alternative solutions; implementing
solutions; escalating unresolved problems.

• Specialize on Finance related concern on the payment platform,
• Assist and resolve the concern based on the payment method.
• Specialize on Merchant support / assistance on their merchant account, finance related adjustment and monthly reports.
• Ad-hoc on various special task: Backlog clearance, warzone, and few projects.
• Provide product improvement suggestions and team escalation processes through Business process specialist team.

• Work closely with the team, motivating and coaching
• Hosting 1-2-1's and team meetings
• Keeping up to date with business development and new product line
• Reporting to the Customer Service Manager
• Manage day-to-day line activities, prioritize, and make risk/impact assessments within existing processes and procedures towards achieving
• SLAs
• Ensure training and development plans are maintained for all team members
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved
• Manage the fair and consistent application of performance management and disciplinary measures, as necessary
• Support the Operations Manager to highlight operational risks and areas for improvement
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Work with the management team to identify and deliver positive change and business efficiencies
• Deliver the allocated part of the operation within agreed budgets, service levels, and business targets
• Escalate any appropriate problems to senior management
• Support the Senior Manager to highlight operational risks and areas for improvement
• Handle escalation calls from agents.

• Reassure on the candidates pass for boarding exam’s entry.

• Handle inbound emails from the Respective Board Members and Consumers.

• Handle on Exam booking Errors. (Backend Task)

• Assist customers from United States on credit cards.

• Handle dispute and chargeback calls

• Offers Value Generation on inbound calls.

• Provide First call Resolution and handle complaints / compliments. Floor support and Coach on procedures

• Answers inquiries by clarifying desired information; researching, locating, and providing information.

• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.

• Fulfils requests by clarifying desired information; completing transactions; forwarding requests.

• Assist customer and clients phone calls and assist them by their enquiry on credit cards, saving. / current account and loans.

• Assist customer thru the email and handle live chats.

• Specialist on chargeback and dispute calls

• Promote balance transfer and personal loans through inbound calls

• Assist customer and clients phone calls and assist them by their enquiry on credit cards, saving / current account, and loans.

• Solve customers’ issue via Email and live chats.

• Handle dispute related calls / Fraud prevention

• Promote Balance transfer and Cash on call