BPO Chat/ Voice Process

2 weeks ago

Mohali Chandigarh, India Skyway Solution Full time
Job Description

We are seeking a BPO Chat/Voice Process Associate to join our team. This role is perfect for a customer-focused individual who can effectively manage and resolve customer inquiries through both voice calls and live chat, ensuring a high level of service quality and customer satisfaction.

Roles and Responsibilities

- Handle inbound and outbound calls, as well as live chat sessions, to address customer questions, concerns, and issues.
- Provide accurate and comprehensive information about products, services, and policies.
- Troubleshoot and resolve customer problems efficiently, escalating complex issues to the appropriate team when necessary.
- Maintain a professional and empathetic demeanor while communicating with customers across all channels.
- Document all customer interactions and transactions meticulously in the CRM system.
- Meet and exceed performance metrics related to call handling time, chat response time, and customer satisfaction.
- Follow all established communication protocols and company guidelines.
- Collaborate with team members and supervisors to continuously improve service delivery.

Skills Required

- Strong verbal communication skills with a clear, professional tone for voice interactions.
- Excellent written communication skills, including proper grammar and spelling, for chat support.
- Ability to multitask effectively, managing chat conversations while also handling voice calls.
- Exceptional problem-solving and critical-thinking skills.
- A customer-centric mindset with a patient and positive attitude.
- Proficiency in using CRM software and other communication platforms.
- Adaptability to a fast-paced environment and flexible work schedules.

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