Job Summary:

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.

Qualifications :

• Graduate / Diploma (10 + 2 + 3 / 10 + 3) / Undergraduate (10 + 2)
• Written and Spoken English & Hindi based on the following guidelines: - Typing Speed 30 WPM with 85% Accuracy
• Testing Methodology – MSR on Grammar, Spelling Punctuation & Passage Reconstruction testing
• Additional language – Tamil, Telugu, Malayalam, Kannada, Bengali & Punjabi will be an add on advantage.

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.