Chat Process

Duties and Responsibilities

• Answering phones/ Chats from customers professionally and responding to customer inquiries and complaints.
• Researching required information using available resources.
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Providing customers with the organization's service and product information.
• Processing forms, orders, and applications requested by the customers.
• Identifying, escalating priority issues and reporting to the high-level management.
• Routing inbound calls to the appropriate resources.
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Recording details of comments, inquiries, complaints, and actions taken.
• Managing administration, communicating and coordinating with internal departments.
• Other duties as assigned.

Requirements:

• Open availability:
• Monday through Sunday.
• Shifts - 16x7.
• Experience in dealing with the public.
• Excellent communication skills, including verbal with proper grammar.
• Ability to work with others in a close manner.
• Good computer skills.
• Good multi-tasking skills
• Typing Speed 30 WPM with 94% accuracy

Skills and Specifications

• Technical expert in related computer applications.
• Able to react effectively and calmly in emergencies.
• Able to maintain customer confidentiality.

Education

• High school diploma or equivalent.