Special Services Agent

Job Overview:

As a Special Services Agent, you will be responsible for handling sensitive and high-priority cases involving negative customer feedback, ADMs, chargebacks, and complaints. Your primary goal is to enhance customer satisfaction, resolve disputes efficiently, and safeguard the company’s reputation by managing reviews and complaints with care and professionalism. This role requires excellent communication skills, analytical abilities, and a keen understanding of customer service best practices.

Key Responsibilities:

1. Review and Analyze Negative Feedback:

• Monitor and respond to negative reviews on various platforms to address customer concerns promptly.
• Engage with customers who have had a poor experience to understand the root cause and offer appropriate solutions.
• Coordinate with internal teams to resolve issues and prevent recurrence.

2. Manage Agency Debit Memos (ADMs):

• Investigate and process ADMs to ensure accurate documentation and timely resolution.
• Work closely with the finance and sales departments to handle ADM disputes, validate charges, and seek necessary approvals.
• Maintain ADM records, track trends, and identify areas for improvement to minimize ADM occurrences.

3. Handle Chargebacks and Disputes:

• Respond to chargebacks by analyzing transaction details, providing required documentation.
• Collaborate with the Accounting/CS/Sales team to streamline the chargeback process and prevent chargeback losses.
• Communicate with credit card companies and financial institutions to resolve chargeback cases.

4. Resolve Customer Complaints:

• Address escalated customer complaints through phone, email, or chat in a professional and empathetic manner.
• Document each case, track progress, and ensure follow-up until a satisfactory resolution is achieved.
• Identify patterns in complaints and propose process improvements to enhance the customer experience.

5. Collaborate Across Departments:

• Work closely with CS, Accounting, sales, and QA teams to resolve complex cases efficiently.
• Provide feedback and insights to relevant teams based on recurring issues from reviews, ADMs, chargebacks, and complaints.
• Participate in team meetings and contribute to the development of strategies to reduce negative feedback and disputes.

6. Reporting and Documentation:

• Prepare and maintain reports on complaints, ADMs, chargebacks, and review responses to identify trends and assess performance.
• Document all interactions and actions taken to resolve issues for future reference and compliance.

Qualifications:

Experience: 2+ years in a Special services role, preferably with experience in dispute resolution, ADM management, chargebacks, or complaint handling in the travel, finance, or e-commerce industry.

Skills:

• Strong verbal and written communication skills for clear and empathetic customer interaction.
• Analytical mindset with the ability to investigate and resolve complex issues.
• Proficiency in CRM and ERP systems (experience with Salesforce or similar is a plus).
• Familiarity with chargeback processes, ADM guidelines, and customer review platforms.

Attributes:

• Problem-solver with a customer-first mindset.
• Ability to work under pressure and manage multiple cases simultaneously.
• Attention to detail and accuracy in documenting interactions and findings.