Customer Support Associate (CSA) – Chat Support for BPO

Job Title: Customer Support Associate (CSA)

Location : Malad, Mumbai

Shift : Rotational shift - 24*7

Working: 5 days a week | Any 2 days off

Qualifications:

• Graduate in any discipline (Freshers can apply)
• Undergraduates with minimum 2 years of customer service experience may also apply.

Job Overview:

We are hiring customer-focused individuals for our Chat Support process. The role involves handling customer queries through web chat and emails, resolving concerns, providing accurate information, and ensuring a positive customer experience.

Job Overview for chat
 
Ø Responds to queries from customer through chat to answer queries / inquiries,
provide information
and handle complaints regarding the organization’s products or services.
Ø Understands customer query and responds to it ensuring that all queries / concerns
are answered via
web chat.
Ø Update account information and performs general maintenance upon customers’
request.

Ø Understands customer’s latent needs and maximizes opportunities to promote
relevant products and
services.
Ø Guides the customer to relevant web pages in the client website that offer the
information they seek,
if appropriate.
Ø Exhibits promptness and politeness using the appropriate language while answering
customer queries.
Ø Target Oriented - Works efficiently towards achieving the SLA based on the process
requirement and
meets the specified quality standards.
Ø Ability to handle multiple tasks simultaneously with ability to prioritize while providing
exceptional
Customer service
Ø Maintains data confidentiality and adheres to information security and compliance
norms laid out.
 
Key Performance Indicators
 
Ø Average Response Time
Ø First Call Resolution
Ø Customer Satisfaction
Ø Net Promoter Score