Jahangir Rehman
Profile URL Available.
Assistant Manager Customer Payments
TCS E-COM PVT LTD/YAYVO.COM
MBA
Mohammad Ali Jinnah University
Summary
I' am Jahangir Rehman and leading Customer Experience Department team as Assistant Manager - Customer Payments/Customer Experience at TCS e-commerce Pvt. Ltd/Yayvo.com (Online Shopping).
Special Tasks:
- Customer complaints -> Resolution of complaints with in defined time line to fulfill the desire expectations of valuable customers for good customer satisfaction.
- Fraudulent Activity -> By circulating everyday internal report to minimize fraud to save customers as well as company losses and turn into profitability.
- Refunds/Reversals -> Acting as finance for customer experience unit as approving authority for card/wallet/cod payments.
1 - Checking of refunds/reversals on daily basis by leading the whole team.
2- Acting as approval authority for refunds/reversals.
3- Communicating with finance department for the submission of reversals to payment partners through different payment modes includes COD delivery, Credit Card reversals, Mobile account payments and Over the counter payments.
Objective:
To attain a successful career, where with my potential i can play my role in achieving organization goals and in return enhance my analytical, management and financial skills...!!
Highly motivated, quick adjustable, hard worker individual with quick learning skills..!!
Experience
Assistant Manager Customer Payments - TCS E-COM PVT LTD/YAYVO.COM
2019 - Present
Responsible for achieving customer satisfaction in the dimensions of performance criteria, Assigned with a new task to improve customer payments area by reducing overall turn around time against all card, wallet & cod transactions with a financial support to our valuable customers.
- Process Implementation: Approval & Rejection matrix via google docs to avoid and get rid of multiple duplication's, Data management of refunds.
- Reconciliation: Reconciliation of refunds processed through easy paisa refunds.
- Payments and Refund Management: Approval of refunds & exchanges for the reversal of customer payments through cards & wallet transactions paid via “Jazz Cash” “Easy Paisa ” “Bank Al Falah” & “Keenu Portal”.
- Managing TAT: Follow up with merchants for processing of refunds within given timeline for quick and efficient resolutions for our valuable customers. Adhere to defined TAT for complaints and manage to resolve 80% within TAT.
- Reporting: Circulating of internal reports like fraud file (Check and balance on daily basis fraudulent activities attempted through Card transactions with collaboration of Banks to minimize risk and turn into profitability for the company as well as customers.
- Chargebacks: Looking after all complaints/chargeback emails reported by the customers.
Buyer Resolution Officer - TCS E.COM PVT LTD/YAYVO.COM
2015 - 2018
Specialties: A passionate customer service professional with more than 4 years of experience and strong background of managing customer services operations with Customer Services Skills | Client Management| Business Development | Negotiation Skills | Decision Maker| Creative Problem Solving Approach | MS Office & Excel|.
- Training: Trained new hires in all aspects of various systems; encouraged trainees to minimize errors, systematically taught techniques to ensure high productivity and meet company goals.
- Order management: Order confirmation from vendor team for the availability of the products to get the urgent delivery at customers door step.
- Conflict Resolution: Handling and resolution of complaints received from customers via contact center. Complaints include Damaged products, Faulty products, Wrong products, Color & Size issues, Replacements & Refunds.
- Quotations: Preparation of price quotations and advance payment collections for international orders through Amazon.
- Team Effort: Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.
- NPS: Conducting monthly NPS survey to identify and address the root cause of ‘detractor’ customers.
Honours And Awards
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