Non Voice BPO - Chat process / Email Process

Company Overview

Wings Global Services is a trailblazer in engineering innovation and automation excellence, providing comprehensive solutions across diverse industries such as oil & gas, manufacturing, IT, and modern infrastructure. We are located in Mumbai and our team is comprised of talented professionals focused on propelling operational efficiency and sustainable progress. Learn more at www.wings-global.in.

Job Overview

We are seeking a Junior Non Voice BPO Chat and Email Process Specialist to join our team. This full-time position is based in Mumbai, including suburban and surrounding areas like Navi Mumbai, Airoli, Thane, Andheri, and Malad. Candidates should have 1 to 3 years of work experience and be comfortable working in a dynamic, technology-driven environment.

Qualifications and Skills

• Email Support (Mandatory skill): Demonstrated expertise in managing professional email communications efficiently and effectively, ensuring customer satisfaction.
• Live Chat Support (Mandatory skill): Proficiency in delivering exceptional live chat support, addressing customer queries in real-time with high accuracy.
• Written Communication (Mandatory skill): Excellent written communication skills adept in crafting clear and concise responses suitable for diverse audiences.
• Complaint Resolution: Adept at identifying issues, understanding the customer perspective, and resolving complaints promptly while maintaining composure.
• Data Entry: Accurate data entry skills to maintain and update system records, ensuring data integrity and accessibility for informed decision-making.
• Workflow Management: Competent in managing workflows efficiently, prioritizing tasks to meet deadlines in a structured BPO environment.
• Problem Solving: Strong problem-solving abilities, capable of identifying issues quickly and offering viable solutions that align with company policies.
• Active Listening: Excellent active listening skills, essential for understanding client needs and delivering suitable support and resolutions.

Roles and Responsibilities

• Handle non-voice communication channels including email and chat support, ensuring timely and accurate responses to client queries.
• Work collaboratively with team members to efficiently resolve customer issues while adhering to company protocols and service standards.
• Implement effective complaint resolution processes to enhance customer satisfaction and optimize their service experience.
• Manage data entry tasks, updating and maintaining accurate records in business systems to support operational processes.
• Facilitate efficient workflow management, ensuring that all inquiries and support tasks are processed in a timely manner.
• Engage in proactive problem-solving, suggesting enhancements to existing support strategies to improve service delivery efficiency.
• Offer empathetic and effective communication, ensuring customers feel heard and valued, establishing a positive experience with our services.
• Participate in continuous learning initiatives to stay current with industry best practices and contribute innovative ideas to the team.