Chat Process Associate Sales/Upselling Sampoorna Consultants Pvt. Ltd

1.0 - 3.0 years

1 - 4 Lacs

Gurugram

Work from Office

To take calls, chats & handle back office work promptly within agreed timescales and in line with agreed process and procedures To ensure prompt and accurate information being provided with appropriate resolution To achieve operational targets as defined by for the process To maintain queue levels to agreed SLA targets levels To achieve and maintain a good knowledge/capability When dealing with customers aspire to deliver an excellent customer experience via Chats, back office or on calls To highlight to queue owners, line management and offline support teams any issues in the queues that may affect customer satisfaction and share best practice within the team and across Digital Care teams To complete/participate in ad-hoc projects to drive efficiencies and improvements in the processTo fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team Share best practice within the team and across the Digital Care Community Adhere to relevant shift patterns and break schedules Take responsibility for personal development and drive own performance

Posted 1 month ago

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Chat Process Associate Sales/Upselling Sampoorna Consultants

1.0 - 3.0 years

1 - 4 Lacs

Gurugram

Work from Office

Posted 1 month ago

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Subject Matter Expert - Web Development Chegg

3 - 5 years

5 - 7 Lacs

Mumbai, Delhi / NCR, Bengaluru

Work from Office

Position Overview: The Subject Matter Expert (SME) plays a crucial role within our team, responsible for delivering high-quality educational content and support to students. The SME will utilize their in-depth subject knowledge and experience to perform core activities such as grading, live chat support, on demand video support and quality assurance, ensuring that all content meets established standards. Additionally, the SME will provide on-demand video support, engage in community support initiatives, and conduct Q&A sessions to foster student understanding and engagement. This role demands proactive learning, the ability to handle complex tasks, and the capacity to offer constructive feedback and process improvements. The SME will also collaborate with mentors to identify and address weak areas within the team, contributing to the overall success and effectiveness of our educational programs. Eligibility: Work experience of3 years in the relevant industry is recommended, with a portfolio to prove skill sets. Experience in EdTech will be an added advantage. Strong communication skills are essential for delivering live lessons to students in the US. Proficiency in facilitating sessions via Zoom or other online platforms is required. Diversified and in-depth subject knowledge with the required degree. Good grasp of subject-specific software/tools. Primary Responsibilities: Perform all core activities (Grading, Livechat, QA, Live Lessons & Video Weekly Tutoring) within the given guidelines and achieve a QA score of 80% and above. Deliver quality (QA score will validate) content in terms of Grading and Livechat. Review the experts (Mentor Sessions) content as per the latest guidelines and processes. Proactively learn new activities/software/core-subjects and be a part of projects as and when required. Work on difficult tasks across all activities and deliver content without compromising quality. Provide suggestions/changes to activity guidelines or process documents. Review the content from external sources of all difficulty levels and send detailed feedback. Identify weak areas (Subject/Process) of the MNEs in the team and update them to the Lead. Handle queries from outside experts (MNEs). Provide on-demand video support for students. Participate in community support initiatives to assist students and resolve their queries. Conduct Q&A sessions as needed to enhance student understanding and engagement. Train MNEs and monitor their progress throughout their first 90 days (about 3 months) of onboarding. Support and guide MNEs in their day-to-day processes. Curate new tools and technology for respective subjects. Suggest additions/corrections in the current curriculum. Suggest new courses to be added as per market demand. Gauge incoming volume for chat and grading and suggest redistribution of working shifts as and when needed. Prepare initial reports for SME grading contribution and Livechat effectiveness. Secondary Responsibilities: Analyze graded checkpoints and chats/video support and rate them as per defined standards. Present findings and recommendations in a plan that drives future process improvements. Locations : Mumbai, Delhi / NCR, Bengaluru , Kolkata, Chennai, Hyderabad, Ahmedabad, Pune, Remote

Posted 4 months ago

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