Customer Chat Process

1 week ago

Mumbai Maharashtra, India AFTERSHOCK Full time

**Job Title: Customer Chat Process Representative**

**Experience: 2-4 years**

**Key Responsibilities**:

- **Online Customer Support**:

- Engage with customers in real-time through online chat platforms to address inquiries, resolve issues, and provide assistance.
- Respond promptly to customer queries and concerns with accurate and helpful information.
- Provide product recommendations, troubleshooting guidance, and order assistance as needed.
- **Problem Resolution**:

- Identify and troubleshoot customer issues effectively, striving for first-contact resolution whenever possible.
- Escalate complex or unresolved issues to appropriate departments or supervisors for further assistance.
- Follow up with customers to ensure their issues have been resolved to their satisfaction.
- **Product Knowledge**:

- Develop a comprehensive understanding of our products, services, and policies.
- Stay informed about product updates, promotions, and company initiatives to provide up-to-date information to customers.
- Educate customers on product features, benefits, and usage instructions.
- **Customer Engagement**:

- Proactively engage with customers to enhance their online shopping experience.
- Build rapport and establish positive relationships with customers through personalized interactions.
- Solicit feedback from customers to identify areas for improvement and provide insights to relevant departments.
- **Documentation and Reporting**:

- Maintain accurate records of customer interactions, including inquiries, complaints, and resolutions.
- Document customer feedback and suggestions for product or service improvements.
- Generate reports on chat volume, response times, and customer satisfaction metrics.

**Requirements**:

- High school diploma or equivalent.
- Previous customer service experience, preferably in a chat-based or online support role.
- Strong written communication skills with the ability to convey information clearly and professionally.
- Excellent typing speed and accuracy.
- Proficiency in using online chat platforms and customer support software.
- Ability to multitask and prioritize in a fast-paced environment.
- Empathetic and patient demeanor with a customer-centric approach.
- Problem-solving skills and the ability to think quickly on your feet.
- Flexibility to work varying shifts, including evenings, weekends, and holidays.

**Salary**: ₹15,000.00 - ₹35,000.00 per month

Schedule:

- Day shift

Supplemental pay types:

- Performance bonus

**Experience**:

- chat process: 3 years (preferred)
- Fashion retail: 3 years (preferred)

Work Location: In person

**Speak with the employer**
+91 9321050540

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