International chat process

3 weeks ago

Bengaluru, India IntouchCX Full time

Role & responsibilities

  • Customer Support via Chat:
  • Handle inbound chat queries from international customers.
  • Provide accurate information about products, services, orders, refunds, or technical issues.
  • Ensure prompt and professional responses.
  • Typing and Communication:
  • Maintain a typing speed of at least 35 Words Per Minute (WPM) with good accuracy.
  • Communicate clearly and grammatically in English.
  • Use pre-approved scripts or customize responses based on the situation.
  • Problem Solving:
  • Understand the customers concern and offer a suitable solution.
  • Escalate complex issues to seniors or relevant departments when needed.
  • Compliance & Quality:
  • Follow company policies and procedures.
  • Meet KPIs like response time, resolution rate, CSAT (Customer Satisfaction Score), etc.
  • Shift Flexibility:
  • Work in rotational shifts, especially night shifts due to international time zones.
  • Adhere to break schedules and login/logout times.

Skills Required:

  • Typing Speed: Minimum 35 WPM, preferably with high accuracy (90%+).
  • Excellent written English (grammar, spelling, tone).
  • Familiarity with computers, web browsers, and chat software (e.g., Zendesk, LiveChat).

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