Associate - Customer Success (Chats)

Role & responsibilities

• Handling customer queries on Web Chat and E-mails
• Educate current and potential customers with product and service information.
• Maintain accurate customer records.
• Identify and escalate priority issues to the Team Leader and Ops Team
• Actively participate in team meetings.
• Handle all queries in a polite, professional manner.
• Probe and troubleshoot customer queries and provide a suitable and satisfactory solution.
• Educate customers on services and processes.
• Achieve agreed KPIs and Objectives
• Adhere strictly to shift schedules.
• Adhere to laid down internal policies, procedures, and processes.
• Work collaboratively with the team.

Desired Candidate Profile

• 1-5 years of experience in a similar role handling international non-voice processes (chats).
• Strong understanding of chat support, web chat, chat process, non-voice process, and international chat process.
• Excellent communication skills for effective interaction with customers over various channels.
• A bachelors degree from any stream if a Fresher
• Minimum HSC with a minimum of 6 months of relevant experience
• Good typing skill
• Passionate about customer care
• Able to work well under pressure and under minimum supervision.
• A fast learner who can work with set targets.
• Must be time flexible and able to work in a rotational shift system including public holidays and weekends

Role: Customer Success Associate

Industry Type: BPO / Call Centre

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent