Executive-Back-End/ Non Voice / Customer Service -Webchat

The role primarily involves dealing with end customers via chat. Your responsibilities will include: - Answering customer queries related to their contracts - Making outbound calls as needed based on the complexity of the issue - Ensuring average handle time meets standards - Conducting quality assurance checks to measure the skills of customer service representatives - Assessing soft skills through authentication procedures - Monitoring attendance and dependability - Ensuring schedule adherence and punctuality - Striving for first chat resolution - Evaluating customer experience through Net Promoter Score (NPS) - Processing transactions according to desktop procedures - Meeting assigned targets as per Service Level Agreements (SLA) and internal standards - Managing customer chats to address any service-related queries - Providing resolutions for exceptions and updating systems accordingly - Verifying customer details and providing relevant system-generated information - Ensuring transaction quality complies with predefined parameters set by Process Excellence Standards - Adhering to established attendance schedules, company policies, and procedures - Incorporating standard verbiage and using short, effective statements - Resolving customer queries in the first contact itself Qualifications required for this role include: - Strong communication skills - Ability to multitask and prioritize - Attention to detail - Problem-solving skills - Customer service orientation - Familiarity with process excellence standards Please note that the above details are subject to change based on the company's policies and procedures.,