Voice & Chat Process

Wsne Consulting

0 - 5 years

2 - 4 Lacs

gurgaon haryana india

Posted:4 days ago| Platform: Foundit logo

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Skills Required

voice process chat support customer service multi-tasking problem-solving communication active listening

Work Mode

On-site

Job Type

Full Time

Job Description

Key Responsibilities:

Voice Process
:
Handle inbound and outbound calls, addressing customer inquiries, issues, and providing support in a clear and professional manner.
Provide accurate information about products/services, troubleshoot issues, and resolve complaints.
Maintain call quality standards and ensure customer satisfaction during each interaction.
Chat Process
:
Respond to customer queries through live chat, providing quick and effective solutions to problems.
Manage multiple chat sessions simultaneously, ensuring each customer receives timely assistance.
Document customer interactions, feedback, and outcomes through chat logs for further analysis and record-keeping.
Issue Resolution
:
Troubleshoot and resolve customer issues across both voice and chat platforms, ensuring a seamless experience.
Escalate complex issues to higher-level support when necessary, following the escalation protocol.
Customer Engagement
:
Build and maintain positive relationships with customers, offering personalized support to enhance satisfaction.
Promote additional products/services based on customer needs and preferences.
Documentation and Reporting
:
Accurately document all customer interactions, issues, and resolutions in the CRM system.
Prepare reports on key performance metrics such as call/chat volume, resolution time, and customer satisfaction.
Quality Assurance
:
Ensure that every interaction, whether via voice or chat, adheres to the company's service standards and policies.
Participate in regular training sessions to stay updated on products, services, and best practices for both voice and chat support.

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