International Chat Process- Content Moderator

Skill required:

Call Centre Experience: ? 2-3 years of customer support experience via phone, email, and chat ? Experience working with direct consumers, in B2C environment; B2B is a distinct advantage ? Strong communication skills with a proactive and positive approach to tasks ? High attention to details and follow through ? An effective team player who is able to also work independently ? Proven ability to deal with problems and solve them effectively ? Professional customer service skills: solutions mindset, helping nature, passion for the customer and the customer experience ? Robust multitasking skills (e.g. able to log calls and interact with the customer simultaneously) ? Online advertising experience is a huge plus and preferred

As a Chat Support Agent, you will be responsible for providing high-quality, real-time customer service via chat.

What are we looking for?

• Escalate unresolved issues to higher-level support teams when necessary.
  o Maintain a calm, positive, and helpful attitude with all customer interactions.3. Product and Service Knowledge:o Stay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information.o Provide clear and concise explanations to customers regarding products, services, or policies.4. Chat Handling:o Manage multiple customer chats simultaneously while maintaining a high level of customer service.o Ensure that chat responses are efficient, clear, and accurate.o Meet performance metrics for response time, resolution time, and customer satisfaction.5. Documentation:o Document customer interactions accurately in the system.o Log all inquiries, complaints, and solutions provided for future referencMaintain detailed records of customer issues and feedback for quality and training purposes.6. Collaboration:o Work closely with other team members and departments to ensure seamless service delivery.o Share feedback, best practices, and insights with the team leader to improve overall team performance.7. Quality Assurance:o Maintain high levels of professionalism and ensure that all interactions align with company standards and policies.o Participate in regular training sessions to improve skills and knowledge.

• Roles and Responsibilities:

  •In this role you are required to solve routine problems, largely through precedent and referral to general guidelines• Your expected interactions are within your own team and direct supervisor• You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments• The decisions that you make would impact your own work• You will be an individual contributor as a part of a team, with a predetermined, focused scope of work• Please note that this role may require you to work in rotational shiftsSkills and Qualifications:• Skills required

Communication Skills
Criteria: Written communication proficiency Filter Parameters:Grammar and clarity in writing: Candidates will undergo a written test to assess their ability to respond to mock customer queries. Tone and empathy: The ability to deliver customer-friendly, empathetic responses

Technical Knowledge (Preferred- not mandatory)
Criteria: Understanding of online payment systems and CRM tools Filter Parameters:Familiarity with payment systems: Basic knowledge of payment gateways, billing processes, and common financial queries.CRM and chat support software: Proficiency in customer management tools (e.g., Zendesk, Freshdesk).

Strong Critical thinking and Problem-Solving Ability
Criteria: Ability to handle complex customer queries Filter Parameters:Problem-solving test: Candidates will be given hypothetical chat scenarios involving complex payment inquiries.Handling escalations: Experience in resolving escalated or sensitive issues.

Performance Under demanding situations
Criteria: Ability to manage multiple chats/ difficult calls and meet KPIs Filter Parameters:Simultaneous chat handling: Experience managing multiple chats in a high-volume environment.

KPI performance: Past performance metrics (response time, resolution rate, customer satisfaction scores).

Customer-Centric Mindset
Criteria: Empathy and focus on customer satisfaction Filter Parameters:Test scenario: How well the candidate prioritizes customer experience in their chat test responses

6 Adaptability and Learning
Criteria: Willingness to learn and adapt

Any Graduation