Customer Service Representative (Chat / Email)

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