Customer Care & Refunds Associate

About the Role

We are looking for a customer-focused and detail-oriented Customer Care & Refunds Associate to manage customer queries, address payment-related concerns, process refund requests, and ensure a smooth customer experience. The ideal candidate should have strong communication skills, a problem-solving mindset, and the ability to handle customer concerns and financial transactions accurately and professionally.

Key Responsibilities

• Handle customer queries and concerns related to subscriptions, classes, payments, cancellations, refunds, and account-related issues.
• Review refund requests, verify payment details, and process eligible refunds in accordance with company policies.
• Coordinate with Finance, Sales, Academic Operations, and other internal teams to resolve customer issues and refund-related queries.
• Ensure timely resolution of customer complaints and refund requests within defined turnaround times (TAT).
• Track pending refunds, follow up on delayed transactions, and keep customers informed about the status of their requests.
• Investigate payment discrepancies, duplicate transactions, failed payments, and other billing-related issues.
• Maintain accurate records of customer interactions, refund requests, transaction details, approvals, and resolutions in the relevant systems.
• Communicate refund policies, cancellation terms, and payment-related information clearly to customers.
• Handle escalated customer concerns with empathy, professionalism, and a focus on resolution.
• Prepare regular reports on customer queries, refund volumes, pending cases, and resolution status.
• Identify recurring customer concerns and recommend improvements to customer service and refund processes.
• Adhere to company policies, approval workflows, data confidentiality requirements, and standard operating procedures.

Requirements & Tech Stack

• Basic knowledge of MS Excel or Google Sheets.
• A personal laptop in good working condition is mandatory.

Qualifications

• 0–3 years of experience in customer care, customer support, refunds, payment operations, or finance operations.
• Freshers with strong communication skills and a willingness to learn may also apply.
• Excellent verbal and written communication skills.
• Strong attention to detail when handling payment information and refund transactions.
• Good problem-solving, analytical, and interpersonal skills.
• Ability to handle multiple customer requests while maintaining accuracy and service quality.
• A customer-first approach with patience, empathy, and ownership.