Chat Operations - C05

As a Customer Service Representative at our company, 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 any complaints or queries that customers may have. Additionally, you will assist customers in navigating our products or services, addressing their questions, concerns, and technical issues. Troubleshooting and resolving customer problems will be a key part of your role, with the ability to escalate complex issues to higher levels of support when necessary. Maintaining a high level of professionalism and customer service etiquette in all interactions is crucial. You will be expected to document customer interactions, including details of inquiries, solutions provided, and any follow-up actions taken. Balancing NPS & RSAT to ensure a positive customer experience while managing and minimizing operating losses will be a key performance indicator. Analyzing risk areas and identifying solutions to meet customer needs will also be part of your responsibilities. In this role, you will need to demonstrate an ideal service attitude for all customers, liaise with different departments, and perform account-level system maintenances while resolving customer queries. Collaboration with team members and other departments to ensure consistent and effective customer support is essential. Meeting or exceeding performance targets, including response time, customer satisfaction scores, GOS, AHT, online rate, availability, quality, regulations, and chat volume goals is expected. To be successful in this position, you should have 3-5 years of customer service experience, specifically handling real-time customers in an international process (US & UK). Previous experience in a high-pressure environment dealing with irate customers and the ability to de-escalate situations to provide resolutions with the best CX scores are required. Strong written communication skills, analytical abilities, and problem-solving skills are essential. You should be able to multitask effectively, handling multiple customers throughout the day. Basic banking knowledge on credit cards and retail bank is preferred, along with exposure to CX metrics such as FCR, Rep-SAT, NPS, CSAT, etc. Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers. The role may require night shifts or graveyard shifts with a 5-day workweek and mandatory rotation once every 4 months within those shifts. If you are a goal-oriented, highly motivated individual with a service attitude and a willingness to take initiative, we encourage you to apply for this position. Your ability to maintain a professional attitude and image for all internal and external customers will be crucial for success in this role.,