Chat Process Executive

3 weeks ago

Mumbai, India EKTA LOGISTIC SOLUTIONS Full time

We are seeking a dynamic and customer-oriented Chat Process Agent to join our logistics company's customer support team. As a Chat Process Agent, you will be responsible for assisting customers and providing exceptional service through our chat platform. Your primary goal will be to ensure customer satisfaction by addressing their queries, resolving issues, and offering appropriate solutions. This is a fast-paced role that requires excellent communication skills and the ability to multitask effectively.

Key Responsibilities:
1. Provide prompt and professional assistance to customers via the chat platform.

2. Engage with customers in a friendly and empathetic manner, actively listening to their concerns and addressing them appropriately.

3. Respond to customer inquiries, including but not limited to order tracking, delivery status, product information, billing inquiries, and general logistics-related questions.

4. Effectively troubleshoot and resolve customer issues, escalating to higher levels of support when necessary.

5. Maintain accurate and detailed records of customer interactions and transactions, ensuring all information is properly documented in the company's CRM system.

6. Collaborate closely with other teams, such as the operations team, warehouse personnel, and shipping carriers, to resolve customer issues and provide timely updates to customers.

7. Identify opportunities to enhance customer satisfaction and provide feedback to improve processes and systems.

8. Stay updated on product knowledge, company policies, and industry trends to provide accurate and up-to-date information to customers.

9. Meet and exceed individual and team performance targets, including customer satisfaction scores, response time, and resolution metrics.

Qualifications and Skills:
1. High school diploma or equivalent; additional education or certifications in customer service or logistics-related fields are a plus.

2. Proven experience in a customer service or support role, preferably in a chat or online support environment.

3. Excellent written and verbal communication skills, with a strong command of the English language. Multilingual proficiency is an advantage.

4. Proficiency in using chat platforms and customer support software. Familiarity with CRM systems is desirable.

5. Strong problem-solving and decision-making abilities, with a keen attention to detail.

6. Ability to handle challenging and demanding customers with professionalism and empathy.

7. Demonstrated ability to multitask effectively and work in a fast-paced environment.

8. Excellent time management skills and the ability to prioritize tasks efficiently.

9. A positive attitude, adaptability, and willingness to learn and grow in a dynamic work environment.

10. Knowledge of logistics and supply chain processes is preferred but not mandatory.

**Salary**: ₹18,200.00 - ₹25,000.00 per month

**Benefits**:

- Cell phone reimbursement
- Internet reimbursement
- Work from home

Schedule:

- Day shift
- Night shift

Supplemental pay types:

- Performance bonus

Work Location: One location

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