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Non Voice BPO - Chat process / Email Process

ConfidentialMumbai, India

11 days ago

Job description

Company Overview

Wings Global Services is a trailblazer in engineering innovation and automation excellence, providing comprehensive solutions across diverse industries such as oil & gas, manufacturing, IT, and modern infrastructure. We are located in Mumbai and our team is comprised of talented professionals focused on propelling operational efficiency and sustainable progress. Learn more at www.wings-global.in .

Job Overview

We are seeking a Junior Non Voice BPO Chat and Email Process Specialist to join our team. This full-time position is based in Mumbai, including suburban and surrounding areas like Navi Mumbai, Airoli, Thane, Andheri, and Malad. Candidates should have 1 to 3 years of work experience and be comfortable working in a dynamic, technology-driven environment.

Qualifications and Skills

Email Support (Mandatory skill) : Demonstrated expertise in managing professional email communications efficiently and effectively, ensuring customer satisfaction.
Live Chat Support (Mandatory skill) : Proficiency in delivering exceptional live chat support, addressing customer queries in real-time with high accuracy.
Written Communication (Mandatory skill) : Excellent written communication skills adept in crafting clear and concise responses suitable for diverse audiences.
Complaint Resolution : Adept at identifying issues, understanding the customer perspective, and resolving complaints promptly while maintaining composure.
Data Entry : Accurate data entry skills to maintain and update system records, ensuring data integrity and accessibility for informed decision-making.
Workflow Management : Competent in managing workflows efficiently, prioritizing tasks to meet deadlines in a structured BPO environment.
Problem Solving : Strong problem-solving abilities, capable of identifying issues quickly and offering viable solutions that align with company policies.
Active Listening : Excellent active listening skills, essential for understanding client needs and delivering suitable support and resolutions.

Roles and Responsibilities

Handle non-voice communication channels including email and chat support, ensuring timely and accurate responses to client queries.

Work collaboratively with team members to efficiently resolve customer issues while adhering to company protocols and service standards.

Implement effective complaint resolution processes to enhance customer satisfaction and optimize their service experience.

Manage data entry tasks, updating and maintaining accurate records in business systems to support operational processes.

Facilitate efficient workflow management, ensuring that all inquiries and support tasks are processed in a timely manner.

Engage in proactive problem-solving, suggesting enhancements to existing support strategies to improve service delivery efficiency.

Offer empathetic and effective communication, ensuring customers feel heard and valued, establishing a positive experience with our services.

Participate in continuous learning initiatives to stay current with industry best practices and contribute innovative ideas to the team.

Skills Required

Problem Solving, workflow management , Email Support, Written Communication, Active Listening, Data Entry

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Non Voice Email Chat • Mumbai, India