Associate Chat services (Level 1 to Level 3)
Roles & Responsibilities
Work in 1
line customer service
Responding to chats originating from customer who are having issues making purchases or any other general information (disputes, refunds, late fee, extend due date, etc.)
Should be able to handle 3-4 chats simultaneously
Accurately and efficiently process financial and non-financial transactions.
Work with internal business partners, at various levels, to research and translate account information
Work directly with clients to research items of various complexities while bringing situations to a successful and timely resolution.
Monitor and update information to ensure accuracy and necessary details are maintained to reduce any associated risk to either the client
Perform duties & responsibilities specific to department functions & activities or as assigned by supervisor.
Be complaint with various statutory regulations of the client
Provide inputs for daily reports
Attend quality feedback sessions
EDUCATION & EXPERIENCE
(a) one year of experience in payments/ e commerce/ retail banking/ payment processing /account set-up back office operations and
(b) Commerce Graduate (equivalent).
KEY SKILLS, KNOWLEDGE AND ABILITIES:
Minimum English typing speed of 35 WPM
Should be able to achieve a steep CSAT target
Excellent written communication
Ability to multi-task
Capable of dealing with ambiguous situations
Interpersonal Skills / Ability to communicate to different audiences
Problem Solving and process orientation
Should be ready to work in multiple / night shifts
PRIMARY COMPETENCY : Chat Service PRIMARY SKILL : Semi Voice PRIMARY SKILL PERCENTAGE :