Customer Service Representative International Chat

About The Company
TP is a leading organization dedicated to delivering exceptional financial services and customer solutions. With a strong focus on innovation, integrity, and customer satisfaction, TP has established itself as a trusted name in the banking and financial sector. Our commitment to excellence is reflected in our comprehensive range of services, cutting-edge technology, and highly skilled team members who strive to meet and exceed client expectations. As part of our growth strategy, we are expanding our customer support team to ensure seamless and efficient service delivery to our diverse clientele.
About The Role
The Customer Support Expert - International Chat (Cards, Fraud & Banking Queries) at TP is a vital role focused on delivering top-tier support to our global customer base. This position involves managing customer inquiries related to card disputes, fraud concerns, and retail banking services through live chat channels. The ideal candidate will possess a keen eye for detail, excellent communication skills, and a proactive approach to problem-solving. You will be responsible for investigating customer issues, coordinating with internal teams, and ensuring resolution within specified service levels. This role requires a customer-centric mindset, adherence to regulatory standards, and the ability to work in a fast-paced, shift-based environment to support our 24/7 operational model.
Qualifications
The ideal candidate should meet the following criteria:

• Graduate degree from a recognized university or institution (mandatory)
• Minimum of 1 year of relevant experience in customer service, card operations, disputes, fraud management, or banking processes
• Knowledge of card dispute regulations, preferably Visa and Mastercard guidelines
• 
  Strong analytical and problem-solving skills
• Excellent written and verbal communication abilities
• Ability to work efficiently in a high-pressure, SLA-driven environment
• Good understanding of internal tools, transaction data, and documentation for investigations
• CIBIL Score of 670 or above is preferred
  

Responsibilities
The key responsibilities for this role include:

• Handling customer queries related to debit/credit card disputes, fraud alerts, and retail banking services via chat support channels
• Managing the entire dispute and complaint lifecycle, including initiating and following up on chargebacks and investigations

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• Investigating customer issues using internal systems, transaction data, and supporting documentation to identify root causes
• Ensuring prompt resolution of issues within the defined SLAs to enhance customer satisfaction
• Maintaining compliance with internal policies, regulatory guidelines, and industry standards during all interactions
• Providing clear, professional, and accurate communication to customers, ensuring they are well-informed about their queries
• Maintaining detailed case logs and documentation for all customer interactions and investigations for audit and quality purposes
• Collaborating with cross-functional teams to resolve complex issues and improve support processes
  

Benefits
At TP, we value our employees and offer a comprehensive benefits package designed to support your professional growth and personal well-being. Benefits include competitive salary packages with a CTC of up to 4.02 LPA and in-hand salary of up to 28,000 per month. We also provide opportunities for skill development, a supportive work environment, and career advancement within a dynamic organization. Our shift-based model offers rotational offs and 24/7 operational support, ensuring flexibility and work-life balance. Additionally, employees benefit from exposure to a global customer base, enhancing their professional expertise in international banking operations.
Equal Opportunity
TP is an equal opportunity employer committed to fostering an inclusive and diverse workforce. We do not discriminate based on race, gender, age, religion, nationality, or any other protected characteristic. We believe in providing equal employment opportunities to all qualified individuals and creating an environment where everyone can thrive and contribute to our shared success.