Customer Service Representative - Chat

To achieve desired customer delight by ensuring satisfactory response to customer interaction through chat.

JOB DESCRIPTION

• To achieve desired customer delight by ensuring satisfactory response to customer interaction.
• Needs to be technically sound to ensure customer technical queries are addressed in well-mannered with proper resolution.
• Guides the customers to relevant web pages in that offer the information’s they seek, if appropriate
• Manage Customer Interactions through web chat Inbound voice and data contact.
• Ability to handle unresolved queries of customers.
• Update the existing database with changes and status of each
• Customer query/resolution.
• To ensure satisfactory resolution of various issues
• To interface with respective work center for resolution of complaints.
• Manage resolution of billing queries/ Issues.
• Be adequately trained and updated on any changes that take place from time to time.
• Managing service delivery to customers to ensure high customer satisfaction levels and customer retention.
• Maintains data confidentiality and adheres to information’s security and compliance norms laid out.

Standards for Measuring Success

• Customer satisfaction survey
• Meet service level (SLA)
• No. of issues resolved within the standard time.
• Monthly call analysis
• Quantitative
• Qualitative
• Other key management attributes & Key Performance Indicators (KPIs) as specified by Head Ops

Tools & Resources required

 • Standard office

Environmental Attributes

• Busy, frequently noisy and stressful.
• Frequent interruptions and potentially upset clients.
• Attitude
• Positive
• Achievement oriented.
• Energetic and Enthusiastic

Skills & Knowledge

• High school diploma or equivalent; some college education preferred.
• 1-2 years of previous customer service or call center experience is a plus.
• Excellent written communication skills
• Strong problem-solving and critical-thinking abilities.
• Patience and empathy when dealing with customers' concerns.
• Proficient in using computer systems, software, and CRM tools.
• Ability to work in a fast-paced environment and adapt to changes.
• Strong multitasking skills while maintaining attention to detail.
• Flexibility to work in shifts, including evenings, weekends, and holidays.
• Excellent English communication skills and understanding of US geography and culture.

Age Group

• The incumbent should be in the age group of 19-35 years