International Chat Process

Agent Fresher (0-5 months)

C1

350,000

0 to 5

Agent Experience (6 to 11 months)

C1

410,000

6 to 11

Agent Experience (12 to 23 months)

C1

450,000

12 to 23

Agent Experience (24 + months)

C1

525,000
- 24

Business Unit

Operations

Scope of Work

Customer Service

Educational Qualification

Age

Min 18 &
24 months) U2 (10%)

Skills and Ability

1. Excellent written communication skills in English language

2. English Proficency to be maintained at Versant 60 and above.

3. Answer Customer queries regarding products, invoice, order status, payment issues, refunds, delivery date, chargebacks etc.

4. The Associate should have a strong typing proficiency with at least gross typing speed of 35 words per minute with 90% accuracy.

5. The associate should be comfortable working in rotational/night shifts and willing to work on holidays basis business requirements.

6. Ability to address customer complaints, or other issues with products or services. The associate should be comfortable in handling customer queries via chat.

7. The associate should be able to handle multiple concurrencies via chat channel.

8. Excellent judgment and decision-making skills.

9. Attention to detail.

11. Optimistic, friendly, positive, and self-motivated personality.

12. Ability to work in a team.

13. Service oriented profile and with a focus on problem solving.

14. Assist customers to navigate website and completing purchases.

15. Stay updated on product knowledge, policies, and processes to better assist customers.

16. Process customer orders, cancellations, and returns accurately and efficiently.

17. Capture and maintain accurate and detailed records of customer interactions and transactions.

18. Maintain a high level of professionalism in all customer interactions, maintaining a friendly and empathetic tone

19. Excellent research and problem-solving skills, using creativity to find innovative solutions.

20. Proven track record of successfully managing a live chat support team in a fast-paced, customer-focused environment.

Agent Responsibilities

Incoming chat Supplier Agents shall provide chat Service and serve as the primary point of contact for customer service.

Communication

Excellent written communication skills in English language.

English Proficency to be maintained at 75:25 ratio between B2 and C1

Preferred / Desired Tools knowledge

Any relevant experience on the following platforms would be an added advantage.
- Freshworks (Freshchat Freshdesk)
- Shopify
- Salesforce
- SAP
- WooCommerce
- GSuite (Google Docx, Google Sheet)

Computer Proficiency

Should know basics of computer and knowledge of GSuite

**Process Details**

Interview Rounds

**Initial HR Screening**:
1. RMG Screening as per the JD

2. Typing Test - min 35 WPM and 90% accuracy

**Training Round: Skill Check**

1. Live Chat round (Basis Generic Customer Service Scenario related to retail and banking.)

2. Written English assessment via AI based tool B2:C1 (75:25)

**Ops Round**:
3. Competency Based Interview. (Operations round)

4. HR / Offer discussion: if selected Documentation, Offer etc.

Job Location

Noida

Additional Information

Shifts 24/7 and 5 days a week with 2 split offs Week off.

Working on Holidays / weekends as per business requirements.

Transport will be Governed by Tech M BPS policy.

Exceptions
- Deviation in Resource Budget within the MAX grid to be approved by RMG Lead.
- Deviation above the max grid to be approved by BU / OPS Head + RMG Head.
- Any other Deviation in the JD i.e. Age, Skill set, deviation in hiring threshold to be approved by RMG and Process head.
- Change in JD to go through Change proposal Process and JD to be revised with version control changes.

About Customer

Our e-commerce client is expanding, and we are in search of a seasoned Customer Support Representative to join our dynamic team. We are looking for someone with a solid understanding of e-commerce platform and experience in the customer service business model. Your primary responsibility will be ensuring that our customers receive top-notch support for their inquiries regarding our products, shipments, orders, returns, payments, chargeback etc.

Designation: Associate Chat Specialist / Sr. Associate Chat Specialist Reporting To Operations TL

Band / Grade: U1 / U2 Job Location: Noida

Name of the Process: Customer Service E-Com and Banking Line of Business: Customer Service

totaql 4 rounds

virtual interview-HR ,chat,ops

versant round in office

**Job Types**: Full-time, Permanent, Fresher

Pay: ₹30,000.00 - ₹45,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Night shift
- Rotational shift

Supplemental Pay:

- Performance bonus
- Yearly bonus

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

**Speak with the employer**
+91 9205936567