HCL Technologies is a global IT services company that helps enterprises reimagine their businesses for the digital age. Our mission is to deliver technology solutions that drive business transformation and enhance customer experiences.
About the Role
The Process Associate will act as a first line support for end customers communicating through the Chat channel, addressing various issues related to printing, software usage, and general queries.
Responsibilities
The Customer service agent shall act as a first line support for end customers who are communicating through Chat channel for any basic L0/L1 issues relating to printing of photos/content, issues relating to usage of the software, general queries.
Understanding the product features.
The agent shall make every reasonable attempt to resolve and provide the service where possible.
Provide accurate and complete information by using the right methods and tools.
Ability to quickly assess an issue and accurately respond to customer inquiries.
Respond to all service requests and issues raised via chat support.
Move the request to L2 support team (Fuji Films).
Ensure that all service requests raised in the CRM System are monitored and the relevant resolution procedures are followed up effectively.
Keep records of customer interactions, process customer account changes as required.
Follow communication procedures, guidelines, and policies.
Meet individual and team targets for a variety of customer service goals.
Handle customer complaints, provide appropriate solutions and alternatives within the time limits.
Shift-24*7
Location-Chennai
Role- Process Associate
Exp. Required-1-3 Yrs
Required Skills
Valuable communication and English/Language skills.
Previous customer support experience or experience as a client service representative is preferred.
Strong phone contact handling skills, including active listening skills and ability to empathize.
Past expertise in chat support process.
Good Typing skill
📌 Hiring For Chat Support | Chennai | Immediate Joiners Preferred
🏢 HCLTech
📍 Chennai
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