To ensure highest standards of customer service by providing the right information to customers through web chat, email (or any other channel of communication) in an efficient, accurate and secure manner.

-           Experience in customer services (not more than 2 years) or any prior internship/freelancing experience, preferably (but not necessarily) in non-voice support

-           Good understanding of contact centre setup and terms

-           Knowledge about customer experience management

-           Proficiency in MS Office (Word, PowerPoint & Excel)

-           Problem solving skills

Knowledge about digital services

-           Handle all incoming customer inquiries & complaints via Web Chat, Email (or any other channel of communication) with utmost professionalism and ensure First Time Resolution with high quality customer service

-           Ensure that customer queries generated by him/her should be resolved in the specified Turnaround time (TAT) by following up on services requests

-           Ensure highest standards of written communication while answering customers’ queries/complaints

-           Feedback/escalate any urgent /critical issues or problems to management on a timely basis

-           Maintain confidentiality of the organization’s customers and data

-           A strict adherence to shift and break schedule as communicated by the operations department

-           A strict compliance to company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct

-           Participate in all team meetings and team building/Motivational exercises on periodic basis

Contribute to manage team objectives through team work

Personal Qualities

-           Excellent communication skills

-           Flexible to work in different shifts

-           Sound analytical skills

-           Ability to work efficiently in a high demand, team oriented, and fast-paced environment

Keen interest in technology