Executive-Back-End/ Non Voice / Customer Service -Webchat

Job description

- Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexity - Average Handle Time - Quality Assurance (Finished Product Quality) Measurement of the customer service representative’s skills - Authentication - Measurement of the customer service representative’s soft skills - Attendance - dependability - Schedule Adherence - punctuality - First chat resolution - Customer Experience (NPS) - Measurement of the customer service representative’s skills - Ensure that the process transactions are processed as per Desktop procedures - Ensure that the assigned targets in accordance with SLA and any internal standard are met - Manage customers chats for any queries related to Services - Provide resolution by catering exceptions and update systems accordingly. - Verifying customer details - Provide relevant system generated information - Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards. - Ensure adherence to established attendance schedules - Ensure adherence to Company Policies and Procedures - Ensure use of standard verbiage – use of short & effective statements. - Resolve customer queries in first contact itself