Urgent Hiring Work from home Intouchcx Pvt. Ltd.
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About Profile:
We are hiring for Our Customer Service Representatives (Chat/Email)- WFH
Salary- 4.6LPA
Responsibilities :
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 client’s 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