Role : Live chat agent
Location : Chinchpokli
Department : Customer Service Group
Job Summary: A Live Chat Agent is responsible for providing real-time customer support through online chat platforms. The role involves assisting customers with inquiries, resolving issues, providing product or service information, and ensuring a positive customer experience while maintaining high service standards.
Key Responsibilities
- Respond to customer inquiries via live chat in a timely and professional manner.
- Provide accurate information about products, services, policies, and procedures.
- Resolve customer concerns, complaints, and technical issues efficiently.
- Escalate complex issues to the appropriate department when necessary.
- Maintain detailed records of customer interactions and resolutions.
- Meet established service level agreements (SLAs), quality standards, and productivity targets.
- Follow company guidelines, processes, and compliance requirements.
- Identify customer needs and recommend suitable products or services.
- Collaborate with team members and other departments to improve customer satisfaction.
Required Skills & Qualifications
- Excellent written communication and typing skills.
- Solid customer service and problem-solving abilities.
- Ability to handle multiple chat conversations simultaneously.
- Basic computer proficiency and familiarity with CRM/chat support tools.
- Strong attention to detail and organizational skills.
- Ability to work in a fast-paced environment.
Preferred Qualifications
- Prior experience in customer service chat support.
- Knowledge of customer service software Salesforce
- Experience handling customer complaints and issue resolution.
Key Performance Indicators (KPIs)
- Customer Satisfaction Score (CSAT)
- First Contact Resolution (FCR)
- Average Response Time
- Chat Quality Score
- Productivity and Adherence to Schedule
Interested candidates can share cvs on
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