Customer Support Executive

We at Pine Labs are looking for those who share our core belief - Every Day is Game day. We bring our best selves to work each day to realize our mission of enriching the world through the power of digital commerce and financial services.
Responsibilities we entrust you with:
• Serve as the first point of contact for merchant and customer inquiries via phone, email, and WhatsApp.
• Handle queries and complaints related to payment terminals, transactions, settlements, refunds, and integrations.
• Log, track, and manage all cases in a centralized complaints in AMEYO.
• Diagnose issues, provide accurate resolutions, and escalate complex cases to relevant internal teams when required.
• Ensure cases are resolved within defined SLA and turnaround times.
• Provide timely updates to customers and ensure proper closure of cases with clear explanations.
• Liaise with internal teams such as Technical Support, Operations, Finance, Product, and bank partners.
• Ensure co...