Chat Customer Service Specialist

Role Overview: As a Customer Support Representative, your primary responsibility will be to engage with customers through online chat and messaging platforms. You will respond to inquiries, provide information, offer assistance, and ensure comprehensive resolution to complaints and queries. Additionally, you will assist customers in navigating products or services, address their questions, concerns, and technical issues, while maintaining a high level of professionalism and customer service etiquette in all interactions. Key Responsibilities: - Engage with customers through online chat and messaging platforms, responding to inquiries and providing information. - Assist customers in navigating products or services and addressing their questions, concerns, and technical issues. - Troubleshoot and resolve customer problems, escalating complex issues when necessary. - Document customer interactions, including inquiries, solutions provided, and follow-up actions. - Maintain a balance between NPS & RSAT to ensure a positive customer experience and minimize operating losses. - Collaborate with team members and other departments to ensure consistent and effective customer support. - Meet or exceed performance targets, including response time, customer satisfaction scores, and other specified goals. Qualifications Required: - 3-5 years of customer service experience in an international process (US & UK). - Ability to handle real-time customers in a high-pressure environment and de-escalate situations effectively. - Excellent written communication skills with a service-oriented attitude. - Good analytical, problem-solving, and multitasking skills. - Proficiency in grammar, spelling, and punctuation with a typing speed of 30 WPM and 90% accuracy. - Basic knowledge of banking, credit cards, and retail bank operations. - Familiarity with CX metrics such as FCR, Rep-SAT, NPS, and CSAT. - Willingness to work night shifts/graveyard shifts with mandatory rotation every 4 months. Additional Company Details: The company emphasizes the importance of maintaining a professional attitude and image for all internal and external customers. Employees are expected to stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers. The organization values individuals who are goal-oriented, self-disciplined, highly motivated, and result-oriented, with a willingness to take initiative and learn continuously.,