Job Summary:
Role of a CHE Chat/Voice is to answer queries received via chat platform from our B2C/B2B customers and assist them with queries pertaining to our MM/BB/LJ products.
Core Responsibilities:
Receive inbound chat/call/email queries for MM/BB/LJ pre & post booking from the customers.
Respond to and resolve for customer service issues with the highest quality and as per the metrics put in place.
Document all chats/calls with regards to customer queries/complaints accurately using CRM and our Proprietary tool.
Follow up (Chat, Call and Email) with customers in case of pending / escalated issues.
Communicate clearly and effectively with customers.
Deliver Outstanding Customer Experience to each and every Customer who has called in.
Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer.
Productivity - Number of chats handled, resolution time, first response time.
Quality - CSAT, Quality score.
Qualifications :
Graduate / Diploma (10 + 2 + 3 / 10 + 3) / Undergraduate (10 + 2)
Written and Spoken English & Hindi based on the following guidelines: - Typing Speed 30 WPM with 85% Accuracy
Testing Methodology – MSR on Grammar, Spelling Punctuation & Passage Reconstruction testing
Additional language – Tamil, Telugu, Malayalam, Kannada, Bengali & Punjabi will be an add on advantage.
Experience:
A minimum of 3-6 months experience in an Inbound Customer Service environment.
Preference to have spent at least 3-6 months answering voice/chats/emails for Customer service process.
Ability to multi-task between multiple platforms as and when required.
