Email & Chat Process / Non Voice

20 hours 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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