WalkIn _ Customer Service International Chat Process _ Freshers Welcom

TELUS Digital; Kolkata District; Sur place; INR 300 000 - 420 000; Plein temps

Résumé du poste

TELUS Digital in Kolkata is seeking a customer support specialist to respond via live chat, email, or CRM, following defined SLAs and approved workflows.

You will troubleshoot issues, guide customers through features, log interactions in CRM, and help improve the customer experience while meeting KPI targets.

Qualifications

• Bachelor's degree in any field or equivalent experience.
• Previous experience in Customer Support or a similar customer-facing role is preferred. Fresh graduates may also be considered if they meet the required competencies.
• Previous live chat handling experience is preferred, especially in a high-volume customer support environment.
• Ability to work in a fast-paced environment and manage multiple customer interactions with accuracy and attention to detail.
• Proficiency in English, with a minimum level of B2. C1 or above is preferred.
• Experience in the BPO industry is an advantage. (Having an investigation/risk analyst background would be a plus)
• Excellent communication, analytical, and problem-solving skills.
• Proficient with customer support tools/software.
• Willingness to work on weekends, public holidays, rotational shifts, and night shifts as required by business needs.
• Willing to WFO only.

Responsabilités

• Respond to customer inquiries via live chat, email, or CRM tools in a timely, accurate, and professional manner, within the defined SLA.
• Identify and understand customers needs, clarify the reason for contact, and provide appropriate support based on approved workflows and guidelines.
• Troubleshoot product or service-related issues and provide accurate information, solutions, or next steps where applicable.
• Guide customers through relevant product features, processes, or troubleshooting steps to help them resolve their concerns effectively.
• Maintain accurate and complete records of customer interactions, case details, actions taken, and resolutions in the CRM system.
• Share recurring customer pain points, feedback, and improvement opportunities with the management team to help improve the overall customer experience.
• Follow client-approved SOPs, policies, macros, and quality standards to ensure consistent service delivery.
• Escalate critical, complex, or unresolved cases to the appropriate team or department in line with the escalation process.
• Meet assigned KPI targets at the daily, weekly, and monthly level, including but not limited to productivity, quality, SLA, CSAT, and adherence.

Connaissances

Strong written communication

Typing speed 25-30 WPM

Problem-solving skills

24x7 availability

Formation

Bachelor's degree or equivalent experience

Outils

Customer support tools

Description du poste

Job Responsibility

1. Respond to customer inquiries via live chat, email, or CRM tools in a timely, accurate, and professional manner, within the defined SLA.


2. Identify and understand customers needs, clarify the reason for contact, and provide appropriate support based on approved workflows and guidelines.


3. Troubleshoot product or service-related issues and provide accurate information, solutions, or next steps where applicable.


4. Guide customers through relevant product features, processes, or troubleshooting steps to help them resolve their concerns effectively.


5. Maintain accurate and complete records of customer interactions, case details, actions taken, and resolutions in the CRM system.


6. Share recurring customer pain points, feedback, and improvement opportunities with the management team to help improve the overall customer experience.


7. Follow client-approved SOPs, policies, macros, and quality standards to ensure consistent service delivery.


8. Escalate critical, complex, or unresolved cases to the appropriate team or department in line with the escalation process.


9. Meet assigned KPI targets at the daily, weekly, and monthly level, including but not limited to productivity, quality, SLA, CSAT, and adherence.

JOB REQUIREMENT

1. Bachelors degree in any field or equivalent experience.


2. Previous experience in Customer Support or a similar customer-facing role is preferred. Fresh graduates may also be considered if they meet the required competencies.


3. Previous live chat handling experience is preferred, especially in a high-volume customer support environment.


4. Ability to work in a fast-paced environment and manage multiple customer interactions with accuracy and attention to detail.


5. Proficiency in English, with a minimum level of B2. C1 or above is preferred.


6. Experience in the BPO industry is an advantage. (Having an investigation/risk analyst background would be a plus)


7. Excellent communication, analytical, and problem-solving skills.


8. Proficient with customer support tools/software.


9. Willingness to work on weekends, public holidays, rotational shifts, and night shifts as required by business needs.


10. Willing to WFO only.

Skills:

• Strong written communication skills (grammar, tone, clarity).


• Typing speed: Minimum 25-30 WPM.


• Problem-solving and critical-thinking abilities.


• Available to walk 24*7 environment

Language Requirement

• English: B2