Walk-in || Sr. Chat Process Executive

Job description

Role & responsibilities • Responds to queries from customer through chat to answer queries / inquiries, provide information • and handle complaints regarding the organizations products or services. • Understands customer query and responds to it ensuring that all queries / concerns are answered via web chat. • Update account information and performs general maintenance upon customers request. • Understands customers latent needs and maximizes opportunities to promote relevant products and • services. • Guides the customer to relevant web pages in the client website that offer the information they seek, • if appropriate. • Exhibits promptness and politeness using the appropriate language while answering customer queries. • Target Oriented - Works efficiently towards achieving the SLA based on the process requirement and • meets the specified quality standards. • Ability to handle multiple tasks simultaneously with ability to prioritize while providing exceptional • Customer service • Maintains data confidentiality and adheres to information security and compliance norms laid out. Key Performance Indicators • Average Response Time • First Call Resolution • Customer Satisfaction • Net Promoter Score Preferred candidate profile • Bachelors degree or equivalent (fresher may apply). • Undergraduates with a minimum of 2 year of customer service experience