Customer Service Agent (Disputes & Resolution)

About The Team

The Disputes & Resolution Team is responsible for managing end-to-end customer disputes across payment, credit and wallet products. The team ensures fair, timely, and consistent resolution of disputes while balancing customer experience, risk, regulatory requirements and financial impact.

Job Description

End-to-end Dispute Management

• Investigate and resolve customer disputes (e.g. service not rendered, item not received, billing discrepancies)
• Ensure all cases are handled within defined SLAs and in accordance with internal policies and regulatory expectations
• Maintain clear and structured case documentation to support audit, compliance, and external mediation (e.g. tribunal)

Decisioning & Case Assessment

• Perform structured assessment of each case based on evidence, transaction data, and eligibility criteria
• Apply consistent decision frameworks to determine outc...