Customer Support Executive

Role of a CHE Chat/Voice is to answer queries received via chat platform from our B2C/B2B customers and assist them with queries pertaining to our MM/BB/LJ products. Core Responsibilities: Receive inbound chat/call/email queries for MM/BB/LJ pre & post booking from the customers. Respond to and resolve for customer service issues with the highest quality and as per the metrics put in place. Document all chats/calls with regards to customer queries/complaints accurately using CRM and our Proprietary tool. Follow up (Chat, Call and Email) with customers in case of pending / escalated issues. Communicate clearly and effectively with customers. Deliver Outstanding Customer Experience to each and every Customer who has called in. Provide process improvement feedback to team leaders and managers, so that we can do the best for the customer. Productivity - Number of chats handled, resolution time, first response time. Quality - CSAT, Quality score Self-Management Responsibilities: Maintain a descent and agreeable Chat/Voice Handling duration with 100% compliance to documentation. Ensure Positive Outcome with every Interaction. Comprehend the query patiently to avoid repeat contacts. Rostered for 9 hours, expected to be online 8 hours; 6 days a week, with one rotational week off. Maintain integrity and hygiene with all customer and internal interactions. Minimum Qualifications: Graduate / Diploma (10 + 2 + 3 / 10 + 3) / Undergraduate (10 + 2) Experience: A minimum of 3-6 months experience in an Inbound Customer Service environment. Preference to have spent at least 3-6 months answering voice/chats/emails for Customer service process. Ability to multi-task between multiple platforms as and when required. Core Competencies: Customer Focus: Anticipates customer needs Comprehends issue Ensures customer delight Solution orientation Ownership: Takes Initiative Takes Accountability Drive for Results: Decision Making Action Orientation Flexibility: Able to work in different shifts Multitask between multiple platforms Quality Focus: Commitment to Quality Strive for continuous Improvement Technical Competencies: Working knowledge of Windows OS Internet Browsing ability to gather relevant information. Familiarity with CRM systems and practices, customer focus and adaptability to different personality types.