Prahar P P

Lead. Customer Service Representative

GROUPON

10.2017 - Current

Acknowledging complaints promptly and responding to them within set time limits, systematically and fairly via both Email and Chat support
Attending Manager escalation and Fraud escalation apart from queries and working as SME
Provide quality customer service on every contact
Handled and Trained the Nesting Team
Multi-tasking through various systems, screens, and tasks during customer interaction
Responsible for independently receiving, documenting, investigating and resolving customers queries within agreed authority
Initiating and participating in investigations and corrective action arising from complaints
Ensure that all written communication is carried out as per the customer care procedures
Contribute to the development of processes and standard by providing process improvement ideas
Stay proficient in processes and policies in which Customer Support functions
Handled account cleaning process for the merchant accounts
Directly answer customers' queries in order to understand customers' needs and keep up with current systems/processes
Acknowledging PayPal disputes and contributed in reducing the cases in buyers favor
Reviewed, investigated and provided the details with regards to the fraud related complaints
Ensured that all terms abuse will be carried out to the relevant team and reduced the percentage of terms abuse
Monitored customer requests for suspicious activity, flagged certain transactions and accounts
Followed-through on all critical inter-departmental escalations to increase customer retention rates
The submission of the GO squad requests facilitated the process
Providing expert advice and support to frontline and Managers as first level of check ensuring high level delivery of customer service and providing accurate solutions to customers
Enhanced productivity levels by anticipating needs and delivering outstanding support.