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International Chat / Email / Application Process Specialist

International Chat / Email / Application Process Specialist

Divine Pixel Codes

3 - 5 years

5 - 7 Lacs

noida

Posted:1 week ago| Platform:

Apply

Skills Required

bpo vendor management operations management project management team management excel operations process management people management skills itsm incident management team leading chat compliance reporting slas servicing itil sla management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities:

Manage emails chats
Handling escalations and complex queries
Build sustainable relationships and trust with customer

Customer Engagement:

Engage with customers in a professional and friendly manner.
Build rapport and ensure a positive customer experience during chat interactions. Issue Resolution:

Identify and troubleshoot customer problems or concerns.
Follow established procedures to resolve issues effectively and efficiently. Product/Service Knowledge:

Maintain a thorough understanding of the company's products or services.
Stay updated on product/service changes and updates. Documentation:

Document customer interactions, including issues, resolutions, and feedback.
Update customer profiles and records as needed. Team Collaboration:

Collaborate with team members and other departments to resolve complex customer issues.
Share knowledge and best practices with the team. Quality Assurance:

Ensure adherence to quality standards and service level agreements (SLAs).
Continuously strive to improve chat response times and customer satisfaction. Compliance:

Adhere to company policies, procedures, and compliance regulations.
Maintain customer data confidentiality and security. Feedback and Reporting:

Provide feedback on customer concerns, trends, and potential improvements to supervisors.
Generate and analyze chat performance reports as needed.

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International Chat / Email / Application Process Specialist