International Chat Process- Experienced

IntouchCX; Hyderabad; On-site; INR 280,000 - 360,000; Full time

Job summary

IntouchCX is seeking customer service representatives to deliver exceptional support via chat and email. You will respond to inquiries, resolve issues, and communicate product information while maintaining high levels of customer satisfaction.

The role emphasizes empathy, clear written communication, and the ability to thrive in a dynamic environment with ongoing training and performance coaching.

Qualifications

• Excellent communicator with strong verbal and written English.
• Strong problem-solving skills and ability to resolve issues promptly.
• Thrives in a fast-paced environment and can handle multiple inquiries.
• Empathetic, patient, and attentive to customer needs.
• Ability to maintain high standards of quality in customer interactions.

Responsibilities

• Provide prompt and professional support to customers through chat and email channels.
• Respond to customer inquiries and resolve issues efficiently while maintaining high customer satisfaction.
• Communicate information related to products, services, policies, and processes clearly.
• Document customer interactions and maintain accurate records in internal systems.
• Handle escalations professionally and adhere to service standards.
• Meet and exceed performance metrics such as CSAT, Quality, and Productivity.

Skills

Communication

Problem-solving

Active listening

Written communication

Customer focus

Job description

We are looking for customer focused and detailed oriented customer service representatives to join our operations team. In this role, you will provide exceptional support to customers through chat and email channels, ensuring timely resolutions of inquiries while delivering a positive customer experience.

The ideal candidate is an excellent communicator, possesses strong problem- solving skills, and thrives in a fast-paced environment.

• Providing prompt and professional support to customers through chat and email channels.
• Respond to customer inquiries and resolve issues efficiently while maintaining high levels of customer satisfaction.
• Accurately communicate information related to products, services, policies, and processes.
• Build customer trust through empathy, active listening, and effective written communication.
• Investigate customer concerns and provide appropriate resolutions within defined service standards.
• Document customer interactions and maintain accurate records in internal systems.
• Manage customer communications during critical situations and escalations.
• Ensure compliance with company policies, procedures, and quality standards.
• Deliver exceptional customer service in every interaction.
• Gather, verify, and analyze customer information to provide effective solutions.
• Demonstrate empathy, patience, and professionalism when handling customer concerns.
• Maintain thorough knowledge of products, services, systems, and processes.
• Adapt quickly to new tools, technologies, and process updates.
• Meet and exceed performance metrics such as Quality, Customer Satisfaction (CSAT), Productivity, and Service Levels.
• Participate in team meetings, training sessions, and coaching activities.
• Perform additional duties and responsibilities as assigned.

• Apply now by sharing your resume to [e-mail] (OR) ([phone]

• NOTE: IntouchCX does not charge fees for recruitment, interviews, training, or onboarding. We will never ask for payment, or request financial or banking information during the recruitment process. We communicate only through official IntouchCX channels. If you receive a suspicious job offer or posting from anyone claiming to represent IntouchCX or be an IntouchCX employee, please report it immediately through our official website for review and verification.