International Chat process

1 day ago

Bengaluru, Karnataka, India IntouchCX Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

  1. Customer Support via Chat:

  2. Handle inbound chat queries from international customers.

  3. Provide accurate information about products, services, orders, refunds, or technical issues.

  4. Ensure prompt and professional responses.

  5. Typing and Communication:

  6. Maintain a typing speed of at least 35 Words Per Minute (WPM) with good accuracy.

  7. Communicate clearly and grammatically in English.

  8. Use pre-approved scripts or customize responses based on the situation.

  9. Problem Solving:

  10. Understand the customers concern and offer a suitable solution.

  11. Escalate complex issues to seniors or relevant departments when needed.

  12. Compliance & Quality:

  13. Follow company policies and procedures.

  14. Meet KPIs like response time, resolution rate, CSAT (Customer Satisfaction Score), etc.

  15. Shift Flexibility:

  16. Work in rotational shifts, especially night shifts due to international time zones.

  17. Adhere to break schedules and login/logout times.

Skills Required:

  • Typing Speed: Minimum 35 WPM, preferably with high accuracy (90%+).
  • Excellent written English (grammar, spelling, tone).
  • Familiarity with computers, web browsers, and chat software (e.g., Zendesk, LiveChat).
  • Customer-focused mindset.
  • Patience and empathy.

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