IndiaFilings.com
Website:
indiafilings.com
Job details:
Customer Experience – Escalation & Refund Expert
Location: Chennai – Onsite
Department: Customer Experience
Employment Type: Full-Time
Experience: 2–5 Years
Designation: Escalation & Refund Expert
About IndiaFilings
IndiaFilings is a technology-driven business services platform helping entrepreneurs and businesses with incorporation, taxation, compliance, intellectual property, registrations and other professional services.
We are looking for a highly responsible and customer-focused Escalation & Refund Expert to join our Customer Experience team in Chennai.
This is a high-ownership role for someone who can handle difficult customer situations, investigate complex cases, manage refund requests, coordinate with multiple internal teams and drive every case towards a clear resolution.
The Role
As an Escalation & Refund Expert, you will be responsible for managing critical customer concerns, escalations, refund requests and service-recovery cases.
You will be expected to go beyond simply responding to customers. You will investigate the issue, understand the complete case history, identify the appropriate resolution, coordinate internally and take ownership until the matter is closed.
The ideal candidate should be calm under pressure, commercially aware, highly organised and confident in handling difficult conversations with customers.
Key ResponsibilitiesCustomer Escalations
- Take complete ownership of high-priority customer escalations from initiation to closure.
- Handle dissatisfied, frustrated and high-value customers professionally and confidently.
- Investigate customer complaints by reviewing payment history, service scope, documents, CRM notes, previous communications and actions taken by internal teams.
- Identify the actual root cause of an issue and distinguish between internal dependencies, customer dependencies and third-party/government dependencies.
- Coordinate with Service, Operations, Finance, Legal, Product, Relationship Managers and other departments to resolve complex cases.
- Provide customers with clear, accurate and realistic updates regarding their cases.
- Handle escalations involving service delays, communication gaps, documentation issues, process concerns and expectation mismatches.
- Prepare professional and fact-based responses to serious customer complaints.
- Handle cases involving legal notices, consumer complaints, chargeback threats, social-media escalations and senior-management requests in accordance with company protocols.
- Identify opportunities for service recovery and customer retention wherever appropriate.
- Ensure that no escalation remains unattended or without a documented next action.
Refund Management
- Review and manage customer refund requests from initiation through final closure.
- Assess refund eligibility based on company policies, service scope, work completed and customer history.
- Review invoices, payments, service records, documentation and communication history before recommending a resolution.
- Explain refund eligibility, deductions, timelines and applicable policies clearly to customers.
- Identify opportunities to resolve the underlying service issue or retain the customer before proceeding with cancellation wherever appropriate.
- Coordinate with Finance and relevant service teams to ensure approved refunds are processed within the applicable timeline.
- Verify required bank details and supporting information.
- Track refunds until successful completion and ensure customers receive appropriate updates.
- Handle disputes relating to refund amounts, deductions, timelines and eligibility.
- Maintain accurate records of all refund-related actions and communications.
Process Improvement
- Identify recurring customer complaints and refund reasons.
- Conduct root-cause analysis and share actionable feedback with Team Leaders and Management.
- Identify gaps in customer communication, internal processes and service delivery.
- Recommend measures to prevent repeat escalations and unnecessary refunds.
- Maintain accurate escalation and refund trackers.
- Monitor ageing cases and proactively follow up with internal stakeholders.
- Ensure all cases comply with internal SOPs and approval processes.
What We Are Looking For
- 2–5 years of experience in Customer Experience, Escalations, Refunds, Grievance Handling, Customer Retention, Service Operations or similar roles.
- Excellent written and verbal communication skills.
- Strong customer-handling and negotiation skills.
- Ability to remain calm and professional while handling highly dissatisfied customers.
- Strong analytical and problem-solving abilities.
- Excellent follow-up and ownership skills.
- Ability to understand policies and apply them appropriately.
- Strong attention to detail.
- Comfortable handling financial discussions involving refunds and payments.
- Good working knowledge of Excel/Google Sheets and CRM/helpdesk systems.
- Ability to manage multiple high-priority cases simultaneously.
- Experience in taxation, compliance, incorporation, legal services, financial servic
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