Customer Services Agent - Live Chat

Customer Services Agent Live Chat Team Leader Work Location Employment Type Pune, India Full Time or Part Time or Contractor Shift Pattern Full time 100% Work from Office Rotational (15 Hours US work window, 6 PM IST 09:30 AM IST) Work Pattern Working Window Job Purpose Summary Within the role of Customer Services Advisor, you will be tasked with delivering high quality customer centric solutions and being vocal about providing insights on what does not work for customers

You will have an opportunity to deal with a moment of truth and it will be up to you on how well you do to turn it into a moment of delight

We re a hard-working bunch and have an open culture to help fulfil your potential

You ll need to work within a lively fast paced customer service environment and demonstrate that you re able to delight our customers

You will be responsible for taking live chats from customers calling in relation to their bills, products, and services

Getting down to some specifics what your day to day will look like You will be responsible for handling inbound customer queries (inc

billing, rate plans, service activations and changes, credits and adjustments, troubleshooting and complaints) using the live chat channel

Take complete responsibility of providing accurate and relevant information and to resolve customers query on the first contact

Take end to end ownership of the customer s issue and follow through commitments

Listen actively, understand, and assess issues from customers then communicate in a calm, clear, simple and personal way

Use simple language which is clearly understood by the customer

Adhere to work schedule & thereby contributing to operational efficiencies

Meet & maintain work ethics in congruence with organizational compliance

Deliver consistently, maintaining warm & professional relationships

Deliver on efficiencies & commercial targets Contribute to business profitability through various up-sell / cross-sell initiatives

As you become more experienced in the role, you will benefit from further key skill set development within the organization, which in turn will allow you the flexibility and experience to offer support and assistance in response to business requirements beyond just the customer relations department

Skills & Competency Requirement Excellent communication skills, written and verbal Listening skills - being attentive, patient and listening without interrupting Objection handling skills - Ability to think of possible alternatives for a situation and anticipate potential obstacles Being persuasive and diligent Achievement Orientation

Takes responsibility and stays focused on self-performance Ability to work within a team and building relationship with customers and team members Listens and responds appropriately to other team members ideas Problem Solving Skills

Build a logical approach to address problems

Basic levels of computer proficiency Working knowledge of MS Office applications like Word & Excel Experience of working in live chat processes or customer services or Telecoms industry (Mandatory) Experience with Upselling / Proactive Sales on live chat (Mandatory)