Customer Service Associate

Job Overview for chat

• Responds to queries from customers through chat to answer queries and inquiries, provide information, and handle complaints regarding the organization's products or services.
• Understands customer queries and responds to them, ensuring that all queries and concerns are answered via web chat.
• Updates account information and performs general maintenance upon customers' request.
• Understands customer's latent needs and maximizes opportunities to promote relevant products and services.
• Guides the customer to relevant web pages in the client website that offer the information they seek, if appropriate.
• Exhibits promptness and politeness using the appropriate language while answering customer queries.
• Target oriented: works efficiently towards achieving the SLA based on the process requirement and meets the specified quality standards.
• Handles multiple tasks simultaneously with the ability to prioritize while providing exceptional customer service.
• Maintains data confidentiality and adheres to information security and compliance norms.

Key Performance Indicators

• Average Response Time
• First Call Resolution
• Customer Satisfaction
• Net Promoter Score

Qualifications:

• Bachelor's degree or equivalent (fresher may apply).
• Undergraduates with a minimum of 1 year of customer service experience.