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2 weeks ago
We are seeking a Chat and Voice Process Associate to deliver exceptional customer service across multiple communication channels. This role requires a dynamic individual capable of managing both written (chat) and verbal (voice) interactions, resolving customer inquiries, and ensuring a high level of customer satisfaction.
Roles and Responsibilities
- Handle customer inquiries, provide support, and resolve issues effectively through live chat and voice calls.
- Maintain a high level of professionalism, empathy, and efficiency in all customer interactions.
- Accurately document all customer communications, interactions, and resolutions in the system.
- Adhere to established communication procedures, guidelines, and quality standards.
- Identify and escalate complex or unresolved issues to the appropriate internal teams.
- Continuously update knowledge on products, services, and company policies to provide accurate information.
- Collaborate with team members to share best practices and contribute to overall service improvement.
- Strive to meet individual and team performance targets and customer satisfaction metrics.
Skills Required
- Excellent verbal communication skills with a clear and professional speaking voice.
- Strong written communication skills, with precise grammar and spelling for chat interactions.
- Active listening and strong comprehension abilities.
- Exceptional problem-solving and critical thinking skills.
- Ability to multitask effectively, managing chat conversations while potentially handling voice calls or navigating multiple systems.
- Customer-focused with a patient, positive, and empathetic demeanor.
- Proficiency in using CRM software and other relevant communication tools.
- Adaptability and resilience in a fast-paced, dynamic work environment.
- Prior experience in a customer service role, particularly with both chat and voice support, is a plus.
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