eJAmerica | Customer Services Agent – Live Chat | pune

3 weeks ago

pune, India eJAmerica Full time

We are Hiring for a top MNC, candidates can apply only if they have 6 months of experience in international chat process. Candidate should be customer centric and has to be immediate joiner by 29th Nov.


Reports to: Team Leader

Work Location: Pune, India

Employment Type: Full-time (100% Work from Office)

Shift Pattern: Rotational (15-hour US work window: 6 PM IST – 9:30 AM IST)

Job Purpose Summary

As a Customer Services Advisor, your role will involve delivering high-quality, customer-centric solutions and providing insights to improve customer satisfaction. You'll play a crucial role in turning customer challenges into moments of delight in a lively, fast-paced environment.

Key Responsibilities

  • Handle inbound customer queries (billing, rate plans, service activations/changes, credits, troubleshooting, and complaints) through the live chat channel.
  • Provide accurate, relevant information and resolve customer queries during the first contact.
  • Take end-to-end ownership of customer issues and follow through on commitments.
  • Communicate clearly and calmly, using language that is easy for customers to understand.
  • Adhere to schedules and contribute to operational efficiency.
  • Maintain professional and warm customer relationships.
  • Meet and maintain organizational compliance and work ethics.
  • Achieve commercial targets and contribute to profitability through up-selling and cross-selling initiatives.

Skills and Competencies

  • Communication: Excellent written and verbal communication skills.
  • Listening Skills: Attentive and patient, with the ability to understand customer concerns without interruption.
  • Problem-Solving: Logical approach to address issues and anticipate potential obstacles.
  • Teamwork: Ability to build and maintain relationships with customers and team members.
  • Achievement Orientation: Focused on taking responsibility and driving self-performance.
  • Technical Skills: Basic computer proficiency, familiarity with MS Office applications (Word & Excel).

Experience Requirements

  • Prior experience in live chat processes, customer services, or the telecom industry is mandatory.
  • Demonstrated success in up-selling or proactive sales through live chat is mandatory.


Interview Process:

HR Round

Chat assessment

Operations Round.

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