Respond to customers chat and make outbound calls as appropriate.
Manage and resolve customer complaints.
Key Accountabilities
Strategic Activities
Record customer queries and inquiries received through chat, ensuring responses are accurate, professional, and delivered in a timely manner.
Identify issues that require supervisor intervention and escalate them promptly, ensuring complex customer concerns are addressed effectively.
Provide comprehensive and up-to-date information about products and services to customers, aiding in their decision-making process.
Conduct thorough research using available resources to address and resolve customer inquiries, ensuring solutions are feasible and satisfactory.
Identify and resolve customer complaints with efficiency and professionalism, maintaining a positive customer experience.
Document all customer interactions in accordance with standard operating procedures, ensuring accurate records are maintained for future reference.
Recognize, document, and alert the management team about trends observed in customer interactions, contributing to continuous improvement efforts.
Conduct follow-ups on customer calls and chat conversations when necessary, ensuring customer issues are resolved and satisfaction is achieved.
Perform other duties as assigned by the team lead or supervisor, supporting the broader goals of the customer experience team.
Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.
Skills Required for the role
Strong Interpersonal skills
Service excellence
Written communication and typing skills
Social media skills
Customer centricity
Stakeholder Management
Coordination Skills
Key Performance Indicators
Response and Handling Metrics
First Response Time (FRT)
Average Handling Time (AHT)
Resolution Metrics
Overall Resolution Time
Quality Metrics
Quality
Key Interfaces
Internal Interfaces
Contact Centre Teams
Work with various Contact Centre teams to effectively perform day to day contact center operations
Educational and Experience Requirements
Minimum Education Requirement
Graduate degree, preferably in Operations
Minimum Requirement
Desired
Experience
2 years + experience in customer service process/operations & chat handling
3 years + experience in customer service process/operations & chat handling