Job Description

The Analyst (Customer service agent) is a key frontline operations professional responsible for ensuring positive customer interactions, satisfaction and thereby resolving the issues of the customer.

WEBCHAT PROCESS

ROTATIONAL SHIFTS & OFFS

NOTE: ONLY CANDIDATES FROM MUMBAI SHOULD APPLY

IMMEDIATE JOINERS ONLY

Job Location - Powai

Responsibilities

Customer Interaction: Engage with customers through chat, addressing inquiries, providing information, and resolving issues promptly while adhering to the high-quality standards.

Issue Resolution: Listen actively to customer concerns, diagnose issues, and offer effective solutions. Ensure timely and satisfactory resolution of complaints to maintain customer satisfaction.

Multitasking: Manage multiple chat sessions simultaneously (wherever applicable) while maintaining high service quality.

Complaint Handling and De-escalation: Manage and resolve customer complaints with empathy and professionalism. Utilize de-escalation techniques to address and mitigate customer dissatisfaction.

Performance Metrics Adherence: Meet or exceed established performance metrics, including response time, productivity quality, and adherence to service level agreements (SLAs).

Compliance: Adhere to the policies, procedures, and data protection regulations during all customer interactions.

Requirements

Communication Skills: Clear and effective verbal and written communication to interact with customers and stakeholders.

Customer handling skills: Interact effectively with the customers, resolve their problems, and ensure great experience when dealing with customers. It's the ability to manage even the iratest customers.

Prior banking experience is a must.

Problem-Solving Abilities: Ability to analyze issues and develop practical solutions promptly.

Adaptability: Flexibility to handle various customer scenarios and adjust to changing processes. Adaptability to work in a start-up environment.

Technical Proficiency: Familiarity with CRM software, helpdesk tools, and other relevant technologies.

What we offer

Shift allowance

Health insurance

A positive atmosphere with excellent work-life balance

You'll be joining a network of experienced, innovative, and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we'll provide the support you need to do just that.

Job Type: Full-time

Pay: ₹25,000.00 - ₹40,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person