Email & Chat Process / Non Voice

3 weeks ago

Mumbai, India Wings Global Services Full time

Company Overview

Wings Global Services operates at the forefront of engineering services, integrating automation and cross-sector expertise across multiple industries including oil & gas, manufacturing, IT, and construction. With a strong focus on innovation and operational excellence, the company is dedicated to empowering future-ready professionals. Based in Mumbai, Wings Global Services is committed to strategic growth and sustainability within the ever-evolving global landscape.


Job Overview

We are seeking a dedicated Email and Chat Process Executive for our Mumbai office. This full-time, junior-level role requires a minimum of 1 year and a maximum of 3 years of relevant experience. The successful candidate will be responsible for handling non-voice customer interactions, ensuring client satisfaction through efficient email and chat communication.


Qualifications and Skills

  • Proficiency in email support to manage customer queries effectively, ensuring a quick and accurate resolution.
  • Experience in live chat handling, adept at multitasking and maintaining customer engagement for timely issue resolution.
  • Familiarity with CRM software such as Salesforce or Zendesk to streamline customer interactions and improve service delivery.
  • Impeccable typing speed and accuracy, essential for documenting interactions and maintaining customer satisfaction.
  • Competency in using Microsoft Office Suite for managing data and communicating effectively within the team.
  • Experience with ticketing systems to track and resolve customer inquiries efficiently and maintain records.
  • Strong data entry skills, vital for updating customer information and ensuring database accuracy.
  • Excellent problem-solving skills, enabling quick thinking and effective solutions to customer concerns.


Roles and Responsibilities

  • Respond promptly to customer inquiries received via email and chat platforms, ensuring clarity and understanding.
  • Manage CRM systems to document interactions and track customer issues and solutions provided.
  • Maintain an organized and updated record of communications and customer feedback for consistent service improvement.
  • Work collaboratively with team members to enhance customer service standards and share insights.
  • Utilize problem-solving skills to troubleshoot customer issues and ensure satisfactory resolution.
  • Assist in data entry and management tasks to ensure information accuracy and accessibility.
  • Utilize Microsoft Office Suite for communication, reporting, and data analysis.
  • Continuously improve email and chat handling techniques to optimize customer interactions and service delivery.

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