0 - 50 Years
Not Specified

Job Description

A CSA in this role responds to customer queries and provide resolution, support and assistance to the customers pertaining to various products and services provided by the client through a blend of email and voice responses delivering excellent Customer service Ø  Responds to queries from customer through chat to answer queries / inquiries, provide information and handle complaints regarding the organization’s products or services. Ø  Understands customer query and responds to it ensuring that all queries / concerns are answered via web chat. Ø  Update account information and performs general maintenance upon customers’ request. Ø  Understands customer’s latent needs and maximizes opportunities to promote relevant products and services. Ø  Guides the customer to relevant web pages in the client website that offer the information they seek, if appropriate. Ø  Exhibits promptness and politeness using the appropriate language while answering customer queries. Ø  Target Oriented - Works efficiently towards achieving the SLA based on the process requirement and meets the specified quality standards. Ø  Ability to handle multiple tasks simultaneously with ability to prioritize while providing exceptional customer service Ø  Maintains data confidentiality and adheres to information security and compliance norms laid out.
Key Performance Indicators: Average Response Time First Call Resolution Customer Satisfaction Net Promoter Score
Qualification & Experience - Must Have:
• Education: Graduate/Fresher
• Job Related Experience: Undergraduate (HSC) - 6month Experience
Qualification & Experience - Desirable:
• BPO experience
Know How - :
• Good spoken English and Excellent written English
• Good communication skills
• Patient and process oriented
• Polite and customer service oriented
• An eye for detail
• Able to comprehend customer queries and provide the relevant resolve
• Exhibits patience and empathy to resolve customer queries
• Typing Skills: 15  wpm with 90 % accuracy
Know How - Desirable:

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