Executive - Back-End Customer Service Specialist (Webchat)

Job Overview

This role centers on providing customer assistance primarily through webchat, focusing on addressing inquiries related to customer contracts. Occasionally, outbound calls may also be necessary depending on query complexity.

Key Responsibilities

• Handle customer chats to resolve service-related questions effectively.
• Meet metrics such as Average Handle Time, Quality Assurance, and First Chat Resolution to ensure high service standards.
• Authenticate customers while demonstrating soft skills to enhance service quality.
• Maintain punctuality and adhere strictly to attendance schedules and company policies.
• Process transactions in accordance with desktop procedures and ensure system updates reflect customer interactions.
• Verify customer information accurately and provide appropriate system-generated details.
• Use clear, concise, and standardized language to communicate with customers.
• Ensure compliance with internal standards and service level agreements (SLA).

Eligibility

Open to candidates capable of delivering high-quality customer interactions through chat channels with some phone engagement.