Job Description

Job Purpose:- Respond to customers chat and make outbound calls as appropriate.- Manage and resolve customer complaints.Key Accountabilities:Strategic Activities:- Record customer queries and inquiries received through chat, ensuring responses are accurate, professional, and delivered in a timely manner.- Identify issues that require supervisor intervention and escalate them promptly, ensuring complex customer concerns are addressed effectively.- Provide comprehensive and up-to-date information about products and services to customers, aiding in their decision-making process.- Conduct thorough research using available resources to address and resolve customer inquiries, ensuring solutions are feasible and satisfactory.- Identify and resolve customer complaints with efficiency and professionalism, maintaining a positive customer experience.- Document all customer interactions in accordance with standard operating procedures, ensuring accurate records are maintained for future reference.- Recognize, document, and alert the management team about trends observed in customer interactions, contributing to continuous improvement efforts.- Conduct follow-ups on customer calls and chat conversations when necessary, ensuring customer issues are resolved and satisfaction is achieved.- Perform other duties as assigned by the team lead or supervisor, supporting the broader goals of the customer experience team.- Any other additional responsibility could be assigned to the role holder from time to time as a standalone project or regular work. The same would be suitably represented in the Primary responsibilities and agreed between the incumbent, reporting officer and HR.Skills Required for the role:- Strong Interpersonal skills- Service excellence- Written communication and typing skills- Social media skills- Customer centricity- Stakeholder Management- Coordination SkillsKey Performance Indicators:- Response and Handling Metrics- First Response Time (FRT)- Average Handling Time (AHT)- Resolution Metrics- Overall Resolution Time- Quality MetricsQuality:Key Interfaces:- Internal Interfaces- Contact Centre Teams- Work with various Contact Centre teams to effectively perform day to day contact center operationsEducational and Experience Requirements:Minimum Education Requirement:- Graduate degree, preferably in Operations (ref:updazz.com)