Non voice process - Chat / Email process / immediate joining/ CSR

Key Responsibilities:

• Handle customer inquiries through chat and email in a timely and professional manner.
• Provide accurate information and resolve customer issues related to products, services, and accounts.
• Ensure that all communication is clear, concise, and empathetic.
• Resolve customer complaints by identifying the root cause and offering appropriate solutions or escalating as needed.
• Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.
• Follow up with customers to ensure their issues have been resolved to their satisfaction.
• Meet KPIs and SLAs related to response time, resolution time, and customer satisfaction.
• Maintain product knowledge to provide accurate solutions and updates to customers.
• Adhere to company policies and procedures to maintain service quality and compliance.

Qualifications:

• Excellent written communication skills with attention to detail.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Customer-centric mindset with a problem-solving attitude.
• Prior experience in customer service or non-voice processes is a plus.
• Proficiency in using chat systems and email communication tools.
• Familiarity with CRM software (e.g., Salesforce, Zendesk) is advantageous.
• Ability to work in shifts as per business requirements.
• Immediate joining availability is preferred.

Preferred Skills:

• Prior experience in chat/email-based customer support.
• Strong understanding of customer service best practices.
• A positive and adaptable attitude to handle a variety of customer queries.