About the role
- Key Responsibilities:
- Responding to customer inquiries and resolving issues via email and chat.
- Ensure that each interaction is handled professionally, empathetically, and with a focus on customer satisfaction.
- Adhere to email etiquette standards and follow communication guidelines.
- Escalate complex issues to the appropriate team
- Maintain consistent and professional communication while meeting service level agreements (SLAs).
- Ensure customer service metrics are met, including response times, resolution times, and customer satisfaction ratings.
- Stay updated with product/service information to assist customers effectively.
- Keeping records of customer interactions, transactions, comments, and complaints.
- Providing feedback on the efficiency of the customer service process.
- Processing orders, forms, applications, and requests.
- Acknowledging and resolving customer complaints.
- Respond promptly to customer inquiries.
- Qualifications:
- Fluent in Hindi and English (both written and verbal).
- Language preferred for verbal communication Hindi, Kannada, English and other south Indian languages is an added advantage.
- Minimum 1 year of experience in a non-voice process (Chat & Email support) is preferred.
- Candidates must graduate with any Stream
- Freshers are welcome to apply but not for candidates with a technical background.
- Strong written communication skills with proficiency in email etiquette.
- Ability to multitask and manage time effectively.
- Understanding of customer service metrics and performance expectations.
- Strong problem-solving skills and attention to detail.
- Ability to remain calm and professional in all customer interactions.
- Communicating with customers (CHAT EMAIL & CALLS)
- Acknowledging and resolving customer complaints.
- Open to BCP as per business requirement.
- Good verbal and written communication
- Basic knowledge of Excel
- Knowing our products inside and out so that you can answer questions.
- Communicating and coordinating with colleagues as necessary.