To ensure highest standards of customer service by providing the right information to customers through web chat, email (or any other channel of communication) in an efficient, accurate and secure manner.
- Experience in customer services (not more than 2 years) or any prior internship/freelancing experience, preferably (but not necessarily) in non-voice support
- Good understanding of contact centre setup and terms
- Knowledge about customer experience management
- Proficiency in MS Office (Word, PowerPoint & Excel)
- Problem solving skills
Knowledge about digital services
- Handle all incoming customer inquiries & complaints via Web Chat, Email (or any other channel of communication) with utmost professionalism and ensure First Time Resolution with high quality customer service
- Ensure that customer queries generated by him/her should be resolved in the specified Turnaround time (TAT) by following up on services requests
- Ensure highest standards of written communication while answering customers’ queries/complaints
- Feedback/escalate any urgent /critical issues or problems to management on a timely basis
- Maintain confidentiality of the organization’s customers and data
- A strict adherence to shift and break schedule as communicated by the operations department
- A strict compliance to company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct
- Participate in all team meetings and team building/Motivational exercises on periodic basis
Contribute to manage team objectives through team work
Personal Qualities
- Excellent communication skills
- Flexible to work in different shifts
- Sound analytical skills
- Ability to work efficiently in a high demand, team oriented, and fast-paced environment
Keen interest in technology