Chat Support Agent – Customer Escalations Callbacks

Responsibilities

• Customer Chat Management: Respond to customer queries within 1-2 minutes of receiving a chat, ensuring that all communication is clear, grammatically correct, and addresses the customers concerns effectively.
• Escalation Handling: Identify escalations during chats and promptly raise them to the appropriate internal teams for resolution.
• Ensure a seamless handoff and follow up on escalations to guarantee timely resolution.
• Callbacks: Perform callbacks to customers when required, ensuring professional and prompt communication to resolve customer issues efficiently.
• Multitasking TAT Monitoring: Manage multiple chat conversations simultaneously while maintaining a high standard of customer service.
• Monitor the TAT (Turnaround Time) for both chats and callbacks, ensuring timely updates and resolution.
• Cross-Functional Collaboration: Work closely with various internal teams (Product, Operations, Support) to coordinate solutions for escalated cases and provide feedback from customers for process improvement.
• Issue Understanding Resolution: Analyze and understand the customer's issue thoroughly, ensuring the most appropriate and effective solution is provided.
• Communicate resolutions to customers promptly and clearly.
• Case Management Follow-up: Track ongoing cases, ensuring timely updates are provided to the customer.
• Maintain a close watch on unresolved cases and escalate further when necessary.
• Tracker Maintenance: Maintain detailed records of chat interactions, escalations, and resolutions in internal trackers to ensure data accuracy and accountability.

Requirements

Not Mentioned - Not Mentioned - Not Mentioned - Age: 14-60 ## Skills - Customer Chat Management - Chat Support - Customer Escalations Callbacks - Escalation Handling - Callbacks ##

Qualifications

• Proven experience in chat support or customer service roles.
• 6 days working and rotational week off Any south language capability Excellent written English with strong grammar and communication skills.
• Ability to multitask and respond quickly to multiple chats and escalations.
• Strong problem-solving abilities and attention to detail.
• Familiarity with escalation processes and handling customer issues.
• Proficiency in using customer service tools and maintaining trackers.
• Team player with experience in coordinating with cross-functional teams.
• Key Skills: Chat Support Written Communication Escalation Management Multitasking Time Management Callbacks Follow-up Cross-Functional Collaboration Problem-Solving Attention to Detail TAT Monitoring Tracker Maintenance ##

How to Apply

Apply on NCS: | Email: info@foundit.in | Phone: 8069857811