Customer Service Agent - Live Chat

Job Title:

Reports to:

Work Location:

Employment Type: Full Time

Shift Pattern

Purpose Summary

• You will be responsible for handling inbound customer queries (inc. billing, rate plans, service activations and changes, credits and adjustments, troubleshooting, and complaints) using the live chat channel.
• You will be responsible for creating Upsell/cross-sell opportunities while assisting inbound chats using the live chat channel
• Take complete responsibility for providing accurate and relevant information and resolving customers queries on the first contact.
• Take end-to-end ownership of the customers issue and follow through on commitments.
• Listen actively, understand, and assess issues from customers, then communicate in a calm, clear, simple, and personal way.
• Use simple language, which is clearly understood by the customer.
• Adhere to work schedule & thereby contributing to operational efficiencies.
• Meet & maintain work ethics in congruence with organizational compliance.
• Deliver consistently, maintaining warm & professional relationships.
• Delivery on efficiency & commercial targets

• Contribute to business profitability through various up-sell / cross-sell initiatives.

Skills & Competency Requirement

• Excellent communication skills, written and verbal
• Listening skills - being attentive, patient, and listening without interrupting
• Objection handling skills - Ability to think of possible alternatives for a situation and anticipate potential obstacles
• Being persuasive and diligent
• Achievement Orientation. Takes responsibility and stays focused on self-performance
• Ability to work within a team and build relationships with customers and team members
• Listens and responds appropriately to other team members ideas
• Problem-Solving Skills. Build a logical approach to address problems.
• Basic levels of computer proficiency
• Working knowledge of MS Office applications like Word & Excel
• Experience of working in live chat processes or customer services, or the Telecoms industry (Mandatory)
• Experience with Upselling / Proactive Sales on live chat (Mandatory)

Requirement:

• Experience: 6 months to 18 months
• Qualification: Undergrad & Graduate
• Location: Hinjewadi, Pune