Walkin- International Chat Process

IntouchCX; Hyderabad; On-site; INR 200,000 - 320,000; Full time

Job summary

IntouchCX in Hyderabad is seeking customer service representatives to join our operations team. You will assist customers via chat and email, deliver timely resolutions, and ensure a positive experience.

The ideal candidate communicates clearly, solves problems quickly, and stays composed in a fast-paced environment. You will document interactions, follow processes, and strive to meet quality and CSAT targets.

Qualifications

• Excellent communicator with strong problem-solving abilities.
• Ability to write clear, concise messages for customers.
• Comfort operating in a fast-paced environment and handling multiple chats.

Responsibilities

• 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, CSAT, Productivity, and Service Levels.
• Participate in team meetings, training sessions, and coaching activities.
• Perform additional duties and responsibilities as assigned.

Skills

Communication skills

Problem solving

Empathy

Written communication

Active listening

Multitasking

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.