CSR -Non Voice Process

Job Title: Customer Support Representative (Chat Process)
Company Name: Rhysley Private Limited
Location: Work from Home
Working Days: 6 Days (Rotational)
Working Hours: Rotational 9-Hour Shift

Job Summary:
The Customer Support Representative (CSR) - Chat Process role involves managing customer inquiries through chat, resolving issues, and providing support for international clients. This remote position requires strong written communication skills, multitasking ability, and efficiency in handling customer queries professionally.
Key Responsibilities:

Customer Interaction:

• Handle real-time customer queries through chat in a professional and efficient manner.
• Provide accurate and timely information regarding products, services, and company policies.
• Address customer complaints and concerns while maintaining a high level of customer satisfaction.

Problem Solving:

• Analyze customer issues and provide effective solutions within the chat system.
• Escalate complex issues to relevant departments when necessary.

Documentation:

• Maintain detailed and accurate records of customer interactions.
• Update customer information in the company database as required.

Quality Assurance:

• Ensure adherence to company policies, procedures, and service level agreements (SLAs).
• Participate in training sessions and team meetings to stay updated on product knowledge and best practices.

Communication:

• Maintain clear and professional written communication with customers.
• Collaborate with team members and other departments to improve the overall customer experience.

Performance Metrics:

• Achieve targets for response time, resolution rate, and customer satisfaction.
• Continuously improve personal performance through feedback and self-assessment.

Qualifications:

• Education: High school diploma or equivalent; Bachelor’s degree preferred.
• Experience: Previous experience in customer support (chat/email process), preferably in a BPO or call center.(Typing Speed required 30 to 35 WPM)

Skills Required:

• Excellent written communication skills in English (additional languages are a plus).
• Strong problem-solving abilities and attention to detail.
• Proficiency in using customer service software, live chat tools, and CRM systems.
• Ability to multitask and manage multiple chat interactions simultaneously.
• Flexibility to work in rotational shifts, including weekends and holidays if required.

Technical Requirements:

• Reliable high-speed internet connection (with static IP).
• A dedicated, quiet, and distraction-free workspace at home.
• Desktop/Laptop with a minimum of i3 processor & 8GB RAM.
• Headset with a microphone for clear communication.

Personal Attributes:

• Empathy and patience in dealing with customers.
• Strong work ethic and commitment to excellent customer service.
• Team player with a positive attitude and adaptability.