Chat Operations

**Responsibilities**:

- Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, offering assistance & provide a comprehensive resolution to the complaints/queries.
- Assist customers in navigating our products or services, addressing their questions, concerns, and technical issues.
- Troubleshoot and resolve customer problems, escalating complex issues to higher levels of support when necessary.
- Maintain a high level of professionalism and customer service etiquette in all interactions.
- Document customer interactions, including the nature of inquiries, solutions provided, and any follow-up actions.
- Balances NPS & RSAT to ensure positive customer experience while managing/minimizing operating losses.
- Analyzes risk areas and identifies solutions to meet customer's needs.
- Demonstrates ideal service attitude for all customers, liaises with different departments and also performs account level system maintenances while resolving customers queries.
- Undertakes other assignments/projects as given by the Team Lead/Manager.
- Ensures productive output as required in unit plan.
- Collaborate with team members and other departments to ensure consistent and effective customer support.
- Meet or exceed performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations, and chat volume goals.

**Required Experience**:

- 3-5 years of customer service experience, handling real-time customers in an international process (US & UK).
- Should have worked in a high-pressure environment dealing with irate customers & should be able to de-escalate, handle the situation & provide resolution to the customer with the best CX scores.
- Should have worked on Customer service teams with complete hands-on handling real-time customers in an international process.

**Required Skills**:

- Should possess excellent written communication skills with service attitude.
- Should possess good analytical & problem-solving skills.
- Should be able to multi-task - handling more than 4-5 customers all through the day.
- Excellent written communication skills with service attitude (30 WPM - typing speed: 90% accuracy).
- Good verbal and written communication skills with proficiency in grammar spelling & punctuation.
- Strong problem-solving skills. Keen eye for detail.
- Influencing skills and willingness to resolve customer queries satisfactorily.
- Keen observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established.
- Must possess procedure-driven judgment in order to find the best solution to an issue.
- Sound Communication skills with service attitude.
- Attitude to Learning, Self-discipline & willingness to take initiative.
- Must be goal oriented, highly motivated, Self-driven & result oriented.
- Applies professional attitude and image for all internal and external customers.

**Required Knowledge**:

- Should possess basic banking knowledge on credit cards & retail bank.
- Should have exposure to CX metrics - Customer Service metrics like FCR, Rep-SAT, NPS, CSAT etc.
- Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.

**Shift Requirements**:

- Night shifts/graveyard shifts with a 5-day work week (with weekdays offs).
- Mandatory rotation once in 4 months within night shifts/graveyard shift.**Job Family Group**:
Operations - Core
- **Job Family**:
Operations Support
- **Time Type**:
Full time
- **Most Relevant Skills**

Please see the requirements listed above.
- **Other Relevant Skills**

Chat Support, Communication, Customer-Support, Live Chat Support, Online Chat Support.-
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