Engage with customers through online chat and messaging platforms, providing comprehensive resolutions to inquiries and complaints
Job Summary
Engage with customers through online chat and messaging platforms, providing comprehensive resolutions to inquiries and complaints.
Meet or exceed performance targets including response time, customer satisfaction scores, and quality standards while balancing NPS and RSAT.
Work night shifts with mandatory rotation every four months and collaborate with team members and other departments to ensure consistent customer support.
Matching Summary
Engage with customers through online chat and messaging platforms, providing comprehensive resolutions to inquiries and complaints.
Skills & Requirements
Must-have
Real-time customer chat support
Handling irate customers
Night shift availability
Customer service metrics knowledge
Multi-tasking with 4-5 customers
Strong written communication skills
Problem-solving and analytical skills
Nice-to-have
Service attitude and professionalism
Team collaboration
Goal oriented and self-driven
Procedure-driven judgment
Willingness to learn and take initiative
Keen observation skills
Key Requirements
3-5 years international customer service experience
Experience handling high-pressure irate customers
Typing speed of 30 WPM with 90% accuracy
Basic banking knowledge on credit cards and retail bank
Exposure to CX metrics like FCR, Rep-SAT, NPS, CSAT