Job Summary
Experience:
1.00 - 3.00 Years
Industrial Type:
BPO/ITES/CRM/Transcription
Location:
Kolkata
Functional Area:
ITES / BPO / KPO / Customer Service / Operations
Designation:
Chat Process Associate 47285 Kolkata
Key Skills:
Chat
Educational Level:
Graduate/Bachelors
Job Post Date:
2025-07-15 12:51:35
Stream of Study:
Degree:
BA, BBA, BBA/BMS, BBI, BCA, BCom, BCS, BDES, BE-Comp/IT, BEd, BE-Other, BFA, BFM, BIS, BIT, BMS, BSc-Comp/IT, BSc-Other, BTech-Comp/IT, BTech-Other
Company Description
Our Client is a leading FTSE Company with a profitable turnover of more than 20 billion pounds. They are the world``s most established communications company, employing around 100,000 people in 170 countries around the world. Their principal activities include: - Networked IT services globally - Local, national and international telecommunications services - Broadband and internet products and services - Converged fixed/mobile products and services They are known globally as a major technology player - pioneering the digital advances that are shaping and driving the information age,helping people create, collaborate and communicate better than ever before. Specialties: Telephony, Networking, Cloud Services, Unified Communications
Job Description
Requirements :
Mandatory one year experience in international sales business.
Excellence communication and negotiation skills.
Proficiency in using messaging platforms and CRM software.
Minimum typing speed 30 wpm with 90% accuracy
Why this job matters
Role involves working on chat, back office & Voice (inbound and outbound) queues basis the alignment. Need to understand the customer query / concern and take appropriate action accordingly. This can involve a certain amount of investigative work, checking for process via different tools. Working as part of a team to consistently deliver good customer experience / satisfaction and operational targets including quality measures
Skills required for the job
• Provide Experience in customer service in a Call Centre environment
• Excellent English verbal and written language skills along with good typing (minimum 40 speed) and multi-tasking skills
• Good questioning and listening skills
• Good empathy and customer ownership skills
• Good cross-cultural awareness to be able to effectively communicate with UK customers
• Good objection handling/diffusing/complaint handling skills
• Good customer interaction skills with the ability to recognise the customers’ needs
• Good self-management (Attendance/Break Management/Adherence/AHT/Wrap)
• PC literate with good system navigation skills
• Good Data input skills
• Good Problem solving
Key Responsibilities
•To take calls, chats & handle back office work promptly within agreed timescales and in line with agreed process and procedures.
•To ensure prompt and accurate information being provided with appropriate resolution
•To achieve operational targets as defined by for the process
•To maintain queue levels to agreed SLA targets levels
•To achieve and maintain a good knowledge/capability.
•When dealing with customers aspire to deliver an excellent customer experience via. Chats, back office or on calls.
•To highlight to queue owners, line management and offline support teams any issues in the queues that may affect customer satisfaction and share best practice within the team and across Digital Care teams
•To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process
•To fully support and take guidance from the manager, raising awareness to them of any factors which may affect the performance of individuals or the whole team.
•Share best practice within the team and across the Digital Care Community
•Adhere to relevant shift patterns and break schedules
•Take responsibility for personal development and drive own performance
