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34 IntouchCX Customer Service Representative Jobs

Customer Service Representative (Chat / Email)

0-5 years

Panch Mahals

1 vacancy

Customer Service Representative (Chat / Email)

IntouchCX

posted 28d ago

Job Description

About the Job
Our ideal candidate shall have excellent customer service skills and be passionate about helping customers. Candidates need to understand customer expectations clearly using effective probing techniques and resolve the issues accordingly. Candidates will be responsible to resolve queries related to order, inventory, and billing via Live Chat/Email and ensuring the customers are satisfied with the service offered. Ensure all the contacts are documented using the tracking tool.

As a Customer Service Representative (Chat / Email) You Will:

  • Responsible for providing excellent customer service, solving questions and complaints related to order status, Inventory, Billing related queries, through web-chat and email based communication tools
  • Responsible to handle inquiries in a manner which meets quality and performance standards
  • Identify and escalate priority emails to appropriate channels
  • Handle customer complaints in a professional manner and attempt to successfully resolve cases in accordance with established guidelines
  • Document customer transactions accurately in the appropriate systems
  • Coordinate with the co-workers, lead persons and other departments as appropriate
  • Actively listen to the customer, and show empathy and patience
  • Provide information to the client and place appropriate notes in the system indicating exactly what action was taken or needs to be taken
  • Ensure policies and procedures are followed in all contacts
  • Maintain thorough knowledge of systems so that information can be researched and proper information is given to the customer
  • Learn and retain a thorough working knowledge of all existing and new processes and procedures
  • Respond to incoming chats/emails within the stipulated SLA and meet the quality and performance standards by achieving assigned Key Performance Indicators e.g. Contact Handle Time, Quality, CSAT DSAT
  • Attend Team Meetings/additional training sessions as scheduled
  • Performs other duties as assigned

As a Customer Service Representative (Chat / Email) You Have:

  • Fundamental understanding of eCommerce websites
  • Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
  • Ability to listen attentively and to use the information provided by clients to tailor responses and actions to meet the clients specific needs
  • Ability to work in a fast-paced, hectic, changing environment
  • Ability to organize and follow up multiple tasks/details with accuracy and timeliness
  • Ability to operate a phone system, personal computer
  • Ability to adhere to all organizational policies and procedures
  • Ability to work a variety of shifts including days, afternoons, evenings, weekends and holidays
  • Ability to perform basic mathematical functions
  • Must successfully pass a background check if required
  • Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds

Education / Experience Requirements

  • Education - Any Graduate
  • Experience 0 to 5 years of experience in the call center industry, preferably in Chat/Email Operations

Employment Type: Full Time, Permanent

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What Customer Service Representative at IntouchCX are saying

2.8
 Rating based on 23 Customer Service Representative reviews

Likes

WORST COMPANY DO JOT APPLY

Dislikes

WORST cOMPANY Do NOT APPLY Their HR is Crazy and did made up things not able to provide my final pay with the same amount written on my 2316 They're Scammers!!!!

  • Salary - Bad
  • +6 more
Read 23 Customer Service Representative reviews

Customer Service Representative salary at IntouchCX

reported by 45 employees
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₹1.9 L/yr - ₹4.4 L/yr
6% more than the average Customer Service Representative Salary in India
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What IntouchCX employees are saying about work life

based on 1.9k employees
52%
65%
69%
55%
Strict timing
Rotational Shift
No travel
Night Shift
View more insights

IntouchCX Benefits

Submitted by Company
Health Insurance
Job Training
Submitted by Employees
Free Transport
Job Training
Work From Home
Soft Skill Training
Cafeteria
Health Insurance +6 more
View more benefits

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IntouchCX Hyderabad / Secunderabad Office Location

View all
Hyderabad/Secunderabad Office
4th & 5th Floor, Maximus Towers 2A RahejaMindspace IT Park, Hitech City Madhapur, Hyderabad Telangana, India – 500081 Hyderabad/Secunderabad
500081

Customer Service Representative (Chat / Email)

0-5 Yrs

Panch Mahals

28d ago·via naukri.com

Customer Service Representative (Chat / Email)

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