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Job Overview Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, offering assistance & provide a comprehensive resolution to the complaints/queriesAssist customers in navigating our products or services, addressing their questions, concerns, and technical issues.Troubleshoot and resolve customer problems, escalating complex issues to higher levels of support when necessary.Maintain a high level of professionalism and customer service etiquette in all interactions.Document customer interactions, including the nature of inquiries, solutions provided, and any follow-up actions.Meet or exceed performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations and chat volume goals.Should have worked in high pressure environment dealing with irate customers & should be able to deescalate, handle the situation & provide resolution to the customer with best CX scoresShould possess basic banking knowledge on credit cards & retail bankStay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.Collaborate with team members and other departments to ensure consistent and effective customer support.Should have worked on Customer service teams with complete hands on handling real time customers in international processShould possess excellent written communication skills with service attitudeShould be able to multitask – handling more than 4-5 customers all through the dayShould have exposure to CX metrics – Customer Service metrics like FCR, Rep-SAT, NPS, CSAT etc.,Balances NPS & RSAT to ensure positive customer experience while managing/minimizing operating lossesAnalyzes risk areas and identifies solutions to meet customer's needsEnsure Information Security for sensitive dataEnsures productive output as required in unit planUndertakes other assignments/projects as given by the Team Lead/ManagerDemonstrates ideal service attitude for all customers, liaises with different departments and also performs account level system maintenances while resolving customers queriesApplies professional attitude and image for all internal and external customersShould possess good analytical & problem-solving skillsNight shifts/ graveyard shifts only with weekdays offs - Mandatory rotation once in 4months within night/grave yard shift – No day shifts at allQualifications: 3-5 years of customer service experience, handling real time customers in international process (US & UK)Sound Communication skills with service attitude Excellent written communication skills with service attitude (30 WPM – typing speed: 90% accuracy)Good verbal and written communication skills with proficiency in grammar spelling & punctuation Strong problem-solving skills. Keen eye for detailAttitude to Learning, Self-discipline & willingness to take initiativeWork in graveyard shift & rotational offs shiftsPreferences:
Good analytical skillsInfluencing skills and willingness to resolve customer queries satisfactorilyKeen observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are establishedMust possess procedure driven judgment to find the best solution to an issueMust be goal oriented, highly motivated, Self-driven & result orientedShift of operations:
Night shifts/graveyard shifts with a 5-day work week (with weekdays offs)Mandatory rotation once in 4months within night shifts/graveyard shift------------------------------------------------------
Job Family Group:
Operations - Core------------------------------------------------------
Job Family:
Operations Support------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.------------------------------------------------------
Other Relevant Skills
Chat Support, Communication, Customer Service.------------------------------------------------------
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