Customer Support Officer

Job Description

Job Summary –

• Handle Inbound Chats for customer service
• Coordinating with Operations and other support functions for any help related to chats
• Follow the guidelines set out for chat handling
• Processing tasks assigned as per defined process SLA and providing resolutions within the timelines.
• Meeting individual KRAs through productivity, accuracy, product knowledge, and schedule adherence
• Understanding client requirements and resolving queries through chats.
• Adhering to company compliances and policies

Skills required:

• Fluent and Good / Great command on grammatically correct 'Written" and spoken English.
• Versant score of 70 + at hiring stage.
• Typing speed of 30 - 35 wpm with accuracy of 90% +
• Weekend + 24 / 7 shift model + split weekly off working module
• Should be able to deliver 8 hours of productive login hours daily with 3 chat concurrences.
• Good Analytical, logical, and reasoning skills are a must
• Must have basic skills with usage of MS word and MS excel
• Must be able to handle stress and work under pressure of SLAs

Years of experience needed:

6 to 12 months in International Customer Service and Collections for L2 and L3.

Freshers 2024/25 Batch Under Graduates (10+2, 10+3)/Diploma (IT / ECE / Computers / Electronics / E&C / E&E / E&TC) / Graduates/ Postgraduates from recognized universities can apply. (BE/B. Tech Graduates are not Eligible)

About Mphasis

Mphasis has been a leading provider of core IT services to global marquee customers for over 25 years; bringing in best-of-class expertise in the foundational services of Application Development and Maintenance, Infrastructure Services. With this existing suite of services, Mphasis has been nimble and agile in integrating and building specialization to enable futureproofing of the organization as well as its customers.

Mphasis applies to next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2 TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.

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