Chat Support Executive

Company Overview

Om Ak Solutions is a renowned global provider of IT services, established in 2012. We excel in a broad range of IT services including web development, SEO, and customer support. Our expertise in diverse IT domains sets us apart in the industry. Headquartered in Zirakpur, Punjab, our team is committed to delivering exceptional client satisfaction with a focus on long-term relationships.

Job Overview

We are seeking a Fresher Chat Support Executive to join our team in Panchkula. As a Chat Support Executive, you will provide exceptional customer service, handling queries through live chat platforms. This is a full-time position where you will utilize CRM tools, problem-solving abilities, and multitasking skills to enhance customer experience and satisfaction.

Qualifications and Skills

• Proficiency in live chat platforms to efficiently manage customer inquiries and provide quick responses.
• Excellent time management skills to prioritize tasks and ensure timely resolution of queries.
• Strong problem-solving abilities to analyze issues and provide effective solutions to customers.
• Experience with CRM tools to maintain accurate records of customer interactions and feedback.
• Ability to multitask and handle multiple customer interactions simultaneously.
• Adaptability to process optimization techniques to improve efficiency and customer satisfaction.
• Outstanding communication skills, both written and verbal, to effectively engage with customers.
• Basic understanding of IT services and consulting industry to better serve client's needs and concerns.

Roles and Responsibilities

• Respond promptly to customer inquiries through live chat platforms, ensuring a positive customer experience.
• Identify and address customer needs efficiently, providing personalized solutions.
• Maintain up-to-date knowledge of products and services to address customer questions effectively.
• Collaborate with other departments to resolve complex customer issues and improve service delivery.
• Manage and update customer records in CRM tools, ensuring accuracy and completeness.
• Monitor and evaluate customer interactions to identify trends and suggest process improvements.
• Meet personal and team performance goals related to customer service metrics.
• Provide feedback to management on customer interactions and suggest ways to enhance service quality.