Customer Service Agent (working in shift)

Company Description

Traveloka is a technology company based in Jakarta, Indonesia. Founded in 2012 by ex-Silicon Valley engineers and aims to revolutionize human mobility with technology. Today Traveloka is expanding its reach by operating in 6 countries and experimenting with new endeavors that will create large impact in the markets and industries we touch.

Job Description

Reporting to Operations Manager, Payment Agent will be responsible for:

• Monitor real time queues and identify high risk transactions within the business portfolio;
• Process all orders paid by credit card, including checking credit card fraudulent and refund process;
• Verify transactions with different mode of payments such as bank-transfer, credit cards, etc...), match payment and booking ID;
• Interact with banks and customers to validate information and to confirm or cancel authorizations;
• Review, investigate and resolve irregular transactions reported by end users;
• Initiate refund reversal to the account of the customer;
• Respond to customer queries by phone or e-mail to support and solve complaint cases;
• Handle admin support tasks including but not limited to hotel, flight, and regular payment related issues.
  

Qualifications

• At least 1 year working in customer service industry, e-commerce companies or banks, working experience with Cybersource is preferred;
• Customer mindset, detailed-oriented is a must
• Knowledge/ experience in payments & banking, transactions & order processing, accounting is preferred;
• Can communicate in English;
• Good at communication, negotiation and problem solving;
• Work independently and proactively take on new responsibilities where most needed;
• Able to work in assigned shift.
  

Additional Information

Join our ambitious growing team in building large impact consumer products and services, building real-time and big data systems and platforms, coming up with creative solutions to business and engineering problems, deriving insights from massive amount of data, and transforming industries with technology.