About the role
Role of a CHE Chat/Voice is to answer queries received via chat platform from our B2C/B2B customers and assist them with queries pertaining to our MM/BB/LJ products.
Core Responsibilities:
- Receive inbound chat/call/email queries for MM/BB/LJ pre & post booking from the customers.
- Respond to and resolve for customer service issues with the highest quality and as per the metrics put in place.
- Document all chats/calls with regards to customer queries/complaints accurately using CRM and our Proprietary tool.
- Follow up (Chat, Call and Email) with customers in case of pending / escalated issues.
- Communicate clearly and effectively with customers.
- Deliver Outstanding Customer Experience to each and every Customer who has called in.
- Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer.
- Productivity - Number of chats handled, resolution time, first response time.
- Quality - CSAT, Quality score.
Qualifications :
- Graduate / Diploma (10 + 2 + 3 / 10 + 3) / Undergraduate (10 + 2)
- Written and Spoken English & Hindi based on the following guidelines: - Typing Speed 30 WPM with 85% Accuracy
- Testing Methodology – MSR on Grammar, Spelling Punctuation & Passage Reconstruction testing
- Additional language – Tamil, Telugu, Malayalam, Kannada, Bengali & Punjabi will be an add on advantage.
Experience:
- A minimum of 3-6 months experience in an Inbound Customer Service environment.
- Preference to have spent at least 3-6 months answering voice/chats/emails for Customer service process.
- Ability to multi-task between multiple platforms as and when required.