Chat Customer Service Specialist

Responsibilities:

• •Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, offering assistance & provide a comprehensive resolution to the complaints/queries.
• •Assist customers in navigating our products or services, addressing their questions, concerns, and technical issues.
• •Troubleshoot and resolve customer problems, escalating complex issues to higher levels of support when necessary.
• •Maintain a high level of professionalism and customer service etiquette in all interactions.
• •Document customer interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
• •Balances NPS & RSAT to ensure positive customer experience while managing/minimizing operating losses.
• •Analyzes risk areas and identifies solutions to meet customer's needs.
• •Demonstrates ideal service attitude for all customers, liaises with different departments and also performs account level system maintenances while resolving customers queries.
• •Undertakes other assignments/projects as given by the Team Lead/Manager.
• •Ensures productive output as required in unit plan.
• •Collaborate with team members and other departments to ensure consistent and effective customer support.
• •Meet or exceed performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations, and chat volume goals.

Required Experience:

• •3-5 years of customer service experience, handling real-time customers in an international process (US & UK).
• •Should have worked in a high-pressure environment dealing with irate customers & should be able to de-escalate, handle the situation & provide resolution to the customer with the best CX scores.
• •Should have worked on Customer service teams with complete hands-on handling real-time customers in an international process.

Required Skills:

• •Should possess excellent written communication skills with service attitude.
• •Should possess good analytical & problem-solving skills.
• •Should be able to multi-task – handling more than 4-5 customers all through the day.
• •Excellent written communication skills with service attitude (30 WPM – typing speed: 90% accuracy).
• •Good verbal and written communication skills with proficiency in grammar spelling & punctuation.
• •Strong problem-solving skills. Keen eye for detail.
• •Influencing skills and willingness to resolve customer queries satisfactorily.
• •Keen observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established.
• •Must possess procedure-driven judgment in order to find the best solution to an issue.
• •Sound Communication skills with service attitude.
• •Attitude to Learning, Self-discipline & willingness to take initiative.
• •Must be goal oriented, highly motivated, Self-driven & result oriented.
• •Applies professional attitude and image for all internal and external customers.

Required Knowledge:

• •Should possess basic banking knowledge on credit cards & retail bank.
• •Should have exposure to CX metrics – Customer Service metrics like FCR, Rep-SAT, NPS, CSAT etc.
• •Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.

Shift Requirements:

• •Night shifts/graveyard shifts with a 5-day work week (with weekdays offs).
• •Mandatory rotation once in 4 months within night shifts/graveyard shift.

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Job Family Group:

Operations - Core ------------------------------------------------------

Job Family:

Operations Support ------------------------------------------------------

Time Type:

Full time ------------------------------------------------------

Most Relevant Skills

Please see the requirements listed above. ------------------------------------------------------

Other Relevant Skills

Chat Support, Communication, Customer-Support, Live Chat Support, Online Chat Support. ------------------------------------------------------

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