Walk-in For Customer Support (Non-Voice Process)

Job Summary:

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

You will address customer queries, resolve issues, and provide necessary information to ensure customer satisfaction. The ideal candidate will have excellent communication skills, a strong problem-solving ability, and the capability to manage multiple chat conversations efficiently.

What are we looking for?

Key Responsibilities:

1. Customer Interaction:

• Provide support to customers via live chat on various platforms.
• Respond to customer inquiries in a professional and timely manner.
• Assist customers in troubleshooting technical issues, placing orders, providing product information, and resolving any concerns.

2. Issue Resolution:

• Identify and resolve customer issues and complaints effectively.
• Escalate unresolved issues to higher-level support teams when necessary.
• Maintain a calm, positive, and helpful attitude with all customer interactions.

3. Product and Service Knowledge:

• Stay updated with the latest product/service features, company policies, and troubleshooting steps to provide accurate information.
• Provide clear and concise explanations to customers regarding products, services, or policies.

4. Chat Handling:

• Manage multiple customer chats simultaneously while maintaining a high level of customer service.
• Ensure that chat responses are efficient, clear, and accurate.
• Meet performance metrics for response time, resolution time, and customer satisfaction.

5. Documentation:

• Document customer interactions accurately in the system.
• Log up all inquiries, complaints, and solutions provided for future reference.
• Maintain detailed records of customer issues and feedback for quality and training purposes.

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 levels of instruction on daily work tasks and detailed instruction on new assignments.
• The decisions that you make will impact on 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 shifts.

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

Qualifications: Any Graduation

Years of Experience: 1 to 3 years