Chat Customer Service Specialist

PowerToFly; Chennai District; On-site; INR 400,000 - 600,000; Full time

Job summary

A leading global bank in Chennai is looking for an experienced Customer Service Representative. The ideal candidate should have 3-5 years of experience in handling real-time customers, excellent communication skills, and a strong ability to solve problems. This role requires working night shifts in a high-pressure environment where achieving customer satisfaction is key.

Qualifications

• 3-5 years of customer service experience in an international process.
• Experience in handling irate customers and de-escalating situations.
• Sound understanding of customer service metrics.

Responsibilities

• Engage with customers via online chat to resolve inquiries.
• Troubleshoot customer problems and escalate when necessary.
• Document customer interactions and solutions provided.
• Collaborate with teams to ensure effective customer support.
• Meet performance targets and maintain professional service.

Skills

Excellent written communication skills

Analytical and problem-solving skills

Ability to multi-task

Verbal communication skills

Attention to detail

Influencing skills

Job description

Responsibilities

• Engage with customers through online chat and messaging platforms, responding to inquiries, providing information, offering assistance, and providing a comprehensive resolution to complaints/queries.
• Assist customers in navigating our 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/minimizing operating losses.
• Analyze risk areas and identify solutions to meet customer\'s needs.
• Demonstrate ideal service attitude for all customers, liaise with different departments and perform account-level system maintenance while resolving customer queries.
• Undertake other assignments/projects as given by the Team Lead/Manager.
• Ensure productive output as required in 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.

Required Experience

• 3-5 years of customer service experience, handling real-time customers in an international process (US & UK).
• Should have worked in a high-pressure environment dealing with irate customers and should be able to de-escalate, handle the situation, and provide resolution to the customer with the best CX scores.
• Should have worked on customer service teams with complete hands-on handling real-time customers in an international process.

Required Skills

• Should possess excellent written communication skills with service attitude.
• Should possess good analytical and problem-solving skills.
• Should be able to multi-task – handling more than 4-5 customers all through the day.
• Excellent written communication skills with service attitude (30 WPM – typing speed: 90% accuracy).
• Good verbal and written communication skills with proficiency in grammar, spelling & punctuation.
• Strong problem-solving skills. 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.
• Must possess procedure-driven judgment in order to find the best solution to an issue.
• Sound communication skills with service attitude.
• Attitude to learning, self-discipline and willingness to take initiative.
• Must be goal oriented, highly motivated, self-driven and result oriented.
• Applies professional attitude and image for all internal and external customers.

Required Knowledge

• Should possess basic banking knowledge on credit cards and retail banking.
• Should have exposure to CX metrics – customer service metrics like FCR, Rep-SAT, NPS, CSAT etc.
• Stay updated on product knowledge and company policies to provide accurate and up-to-date information to customers.

Shift Requirements

• Night shifts/graveyard shifts with a 5-day work week (with weekdays offs).
• Mandatory rotation once in 4 months within night shifts/graveyard shift.