Live Chat Agent

3 days ago

Pune Maharashtra, India MoSahaya Full time

Job Title: Customer Services Agent /Sr. Customer Service Agent-Live Chat

Reports to: Team Leader

Work Location : Pune, India

Employment Type

Full Time or Part Time or Contractor: Full time-100% Work from Office

Shift Pattern:Rotational (18 Hours US work window, 6 PMIST-09:30 AM IST), 5 days a week

Work Pattern:Working Window

Job Purpose Summary:

- Within the role of Customer Services Advisor, you will be tasked with delivering high quality customer centric solutions and being vocal about providing insights on what does not work for customers. You will have an opportunityto deal with a moment of truth and it will be up to you on how well you do to turn it into a moment of delight".

You will be responsible for taking live chats from customers calling in relation to their bilis, products, and services

Getting down to some specifics-what your day to day will look like:
You will be responsible for handling inbound customer queries (inc. billing, rate plans, service activationsand changes, credits and adjustments, troubleshooting and complaints) using the live chat channel.

Take complete responsibility of providing accurate and relevant information and to resolve customers query on the first contact.

Take end to end ownership of the customer's issue and follow through commitments.

Listen actively, understand, and assess issues from customers then communicate in a calm, dear, simple and personal way.

Use simple language which is clearly understood by the customer.

Adhere to work schedule & thereby contributing to operational efficiencies.

Meet & maintain work ethics in congruence with organizational compliance.

Skills & Competency Requirement:

- Excellent communication skills, written and verbal.

Listening skills being attentive, patient and listening without interrupting

Objection handlingskills-Ability to think of possible alternatives for a situation and anticipate potential obstacles

Being persuasive and diligent

Achievement Orientation. Takes responsibility and stays focused on self-performance

Ability to work within a team and building relationship with customers and team members

Listens and responds appropriately to other team members' ideas

Problem Solving Skills. Build a logical approach to address problems.

Basic levels of computer proficiency

Experience of working in live chat processes or customer services or Telecoms industry. (mandatory)

Experience with Upselling/Proactive Sales on live chat (mandatory)

Salary-Upto 6 months 3.6 TCTC max

U1 upto 18 months upto 4.2 TCTC max

U2 18 months & above 4.8 TCTC max (no retention bonus)

Or

7205153122

Pay: ₹30,000.00 - ₹40,000.00 per month

**Education**:

- Bachelor's (required)

**Experience**:

- Live Chat process: 1 year (required)
- Customer service: 1 year (required)
- Telecoms Industry: 1 year (required)

Work Location: In person

**Speak with the employer**
+91 7205153122

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