Chat Ops Specialist

• 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.
• Meet or exceed performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations and chat volume goals.
• Should have worked in high pressure environment dealing with irate customers & should be able to deescalate, handle the situation & provide resolution to the customer with best CX scores
• Should possess basic banking knowledge on credit cards & retail bank
• Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.
• Collaborate with team members and other departments to ensure consistent and effective customer support.
• Should have worked on Customer service teams with complete hands on handling real time customers in international process
• Should possess excellent written communication skills with service attitude
• Should be able to multitask – handling more than 4-5 customers all through the day
• Should have exposure to CX metrics – Customer Service metrics like FCR, Rep-SAT, NPS, CSAT etc.,
• Balances NPS & RSAT to ensure positive customer experience while managing/minimizing operating losses
• Analyzes risk areas and identifies solutions to meet customer's needs
• Ensure Information Security for sensitive data
• Ensures productive output as required in unit plan
• Undertakes other assignments/projects as given by the Team Lead/Manager
• Demonstrates ideal service attitude for all customers, liaises with different departments and  also performs account level system maintenances while resolving customers queries
• Applies professional attitude and image for all internal and external customers
• Should possess good analytical & problem-solving skills
• Night shifts/ graveyard shifts only with weekdays offs - Mandatory rotation once in 4months within night/grave yard shift – No day shifts at all
• Qualifications:
• 3-5 years of customer service experience, handling real time customers in international process (US & UK)
• Sound Communication skills with service attitude   
• 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
• Attitude to Learning, Self-discipline & willingness to take initiative
• Work in graveyard shift & rotational offs shifts

Preferences:

• Good analytical skills
• 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 to find the best solution to an issue
• Must be goal oriented, highly motivated, Self-driven & result oriented

Shift of operations:

• Night shifts/graveyard shifts with a 5-day work week (with weekdays offs)
• Mandatory rotation once in 4months 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

For complementary skills, please see above and/or contact the recruiter.

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