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