Chat Support Agent – Customer Escalations Callbacks

Key Responsibilities:

• Customer Chat Management:
• Respond to customer queries within 1-2 minutes of receiving a chat, ensuring that all communication is clear, grammatically correct, and addresses the customers concerns effectively.
• Escalation Handling:
• Identify escalations during chats and promptly raise them to the appropriate internal teams for resolution. Ensure a seamless handoff and follow up on escalations to guarantee timely resolution.
• Callbacks:
• Perform callbacks to customers when required, ensuring professional and prompt communication to resolve customer issues efficiently.
• Multitasking TAT Monitoring:
• Manage multiple chat conversations simultaneously while maintaining a high standard of customer service. Monitor the TAT (Turnaround Time) for both chats and callbacks, ensuring timely updates and resolution.
• Cross-Functional Collaboration:
• Work closely with various internal teams (Product, Operations, Support) to coordinate solutions for escalated cases and provide feedback from customers for process improvement.
• Issue Understanding Resolution:
• Analyze and understand the customer's issue thoroughly, ensuring the most appropriate and effective solution is provided. Communicate resolutions to customers promptly and clearly.
• Case Management Follow-up:
• Track ongoing cases, ensuring timely updates are provided to the customer. Maintain a close watch on unresolved cases and escalate further when necessary.
• Tracker Maintenance:
• Maintain detailed records of chat interactions, escalations, and resolutions in internal trackers to ensure data accuracy and accountability.
• Qualifications:Proven experience in chat support or customer service roles.
• 6 days working and rotational week off
• Any south language capability
• Excellent written English with strong grammar and communication skills.
• Ability to multitask and respond quickly to multiple chats and escalations.
• Strong problem-solving abilities and attention to detail.
• Familiarity with escalation processes and handling customer issues.
• Proficiency in using customer service tools and maintaining trackers.
• Team player with experience in coordinating with cross-functional teams.
• Key Skills:Chat Support Written Communication
• Escalation Management
• Multitasking Time Management
• Callbacks Follow-up
• Cross-Functional Collaboration
• Problem-Solving Attention to Detail
• TAT Monitoring Tracker Maintenance