Chat Process

Job Description

Job Title: Chat Process Executive (US Process)
Location: Vikhroli, Mumbai
Salary: ₹36k to ₹40k per month

Job Requirements:
Minimum Experience: 1 year of experience in a Chat Process (preferably in US-based BPO operations).
Educational Qualification: HSC/Graduate (any stream).
Communication Skills: Excellent written communication skills in English.
Typing Speed: A minimum of 30-40 WPM (words per minute) with high accuracy.
Knowledge: Familiarity with chat support tools and systems.
Shift Timing: US shifts (including night shifts).

Key Responsibilities:
Customer Support:

Provide prompt and professional responses to customer queries through live chat.
Handle customer inquiries with a focus on providing accurate information, resolving issues, and maintaining satisfaction.
Ensure all customer concerns are acknowledged and addressed in a timely manner.
Problem-Solving:

Troubleshoot and resolve customer issues related to products or services.
Offer solutions, alternatives, or escalate complex issues as necessary.
Keep customers informed and updated about the status of their queries.
Handling Multiple Chats:

Manage multiple customer chats simultaneously, ensuring each customer receives appropriate attention.
Prioritize and handle conversations efficiently without compromising the quality of service.
Product Knowledge:

Stay updated on the company’s products, services, and policies to deliver accurate and efficient solutions.
Use internal resources and knowledge base to resolve customer queries quickly.
Documentation & Reporting:

Maintain accurate records of customer interactions, issues, and resolutions.
Escalate unresolved issues to higher authorities or relevant departments.
Customer Satisfaction:

Ensure a positive customer experience by resolving issues effectively and professionally.
Strive to meet service level agreements (SLAs) and KPIs, including customer satisfaction targets.
Compliance:

Follow company protocols and best practices for chat-based customer service.
Ensure adherence to the company’s policies, privacy guidelines, and data protection standards.

Preferred Skills:
Attention to Detail: Ability to carefully read and understand customer messages and provide accurate responses.
Time Management: Efficiently managing multiple chats while maintaining high-quality service.
Problem-Solving Abilities: Think critically to resolve customer issues and find effective solutions.
Teamwork: Willingness to collaborate with other team members and departments to ensure seamless customer service.

Why Join Us?:
Competitive salary (₹36k to ₹40k).
Opportunity to work with a dynamic and supportive team.
Exposure to US-based customers, enhancing your communication and customer service skills.
A great platform to grow your career in the BPO industry.
Rotational shifts with fixed off-days.