Chat Customer Service Specialist

Overview

Entry-level Ops Support Specialist role providing day-to-day operations support, including record maintenance, account maintenance and liaison between operations staff, relationship managers, project managers, custodians and clients. The core focus of this posting is real-time customer chat support.

What you'll do

• Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, offering assistance and providing a comprehensive resolution to complaints and queries.
• Assist customers in navigating products or services, addressing their questions, concerns and technical issues.
• Troubleshoot and resolve customer problems, escalating complex issues to higher levels of support when necessary.
• Maintain a high level of professionalism and customer service etiquette in all interactions.
• Document customer interactions, including the nature of inquiries, solutions provided and any follow-up actions.
• Balance NPS and RSAT to ensure a positive customer experience while managing and minimizing operating losses.
• Analyze risk areas and identify solutions to meet customer needs.
• Demonstrate an ideal service attitude for all customers, liaise with different departments and perform account-level system maintenance while resolving customer queries.
• Undertake other assignments and projects as given by the Team Lead or Manager.
• Ensure productive output as required in the unit plan.
• Collaborate with team members and other departments to ensure consistent and effective customer support.
• Meet or exceed performance targets, including response time, customer satisfaction scores, GOS, AHT, Online rate, Availability, Quality, regulations and chat volume goals.

What you'll need

• 3-5 years of customer service experience, handling real-time customers in an international process (US and UK).
• Experience working in a high-pressure environment dealing with irate customers, with the ability to de-escalate, handle the situation and provide resolution with the best CX scores.
• Experience on customer service teams with complete hands-on handling of real-time customers in an international process.
• Excellent written communication skills with service attitude, at 30 WPM typing speed with 90% accuracy.
• Good verbal and written communication skills with proficiency in grammar, spelling and punctuation.
• Good analytical and problem-solving skills.
• Ability to multi-task, handling more than 4-5 customers throughout the day.
• Keen eye for detail.
• Influencing skills and willingness to resolve customer queries satisfactorily.
• Keen observation skills and the ability to function in a fast-paced environment where standards of quality and timeliness are established.
• Procedure-driven judgment to find the best solution to an issue.
• Attitude to learning, self-discipline and willingness to take initiative.
• Goal oriented, highly motivated, self-driven and result oriented.
• Professional attitude and image for all internal and external customers.
• Basic banking knowledge on credit cards and retail bank.
• Exposure to CX metrics such as FCR, Rep-SAT, NPS and CSAT.
• Stay updated on product knowledge and company policies to provide accurate information to customers.

Details

• Location: Pune, Maharashtra, India.
• Full-time employment.
• Night shifts or graveyard shifts with a 5-day work week (weekdays off).
• Mandatory rotation once in 4 months within night or graveyard shifts.