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Chat and Voice Process

Chat and Voice Process

ConfidentialMohali, Chandigarh
9 days ago
Job description

We are seeking a Chat and Voice Process Associate to deliver exceptional customer service across multiple communication channels. This role requires a dynamic individual capable of managing both written (chat) and verbal (voice) interactions, resolving customer inquiries, and ensuring a high level of customer satisfaction.

Roles and Responsibilities

  • Handle customer inquiries, provide support, and resolve issues effectively through live chat and voice calls .
  • Maintain a high level of professionalism, empathy, and efficiency in all customer interactions.
  • Accurately document all customer communications, interactions, and resolutions in the system.
  • Adhere to established communication procedures, guidelines, and quality standards.
  • Identify and escalate complex or unresolved issues to the appropriate internal teams.
  • Continuously update knowledge on products, services, and company policies to provide accurate information.
  • Collaborate with team members to share best practices and contribute to overall service improvement.
  • Strive to meet individual and team performance targets and customer satisfaction metrics.

Skills Required

  • Excellent verbal communication skills with a clear and professional speaking voice.
  • Strong written communication skills, with precise grammar and spelling for chat interactions.
  • Active listening and strong comprehension abilities.
  • Exceptional problem-solving and critical thinking skills.
  • Ability to multitask effectively, managing chat conversations while potentially handling voice calls or navigating multiple systems.
  • Customer-focused with a patient, positive, and empathetic demeanor.
  • Proficiency in using CRM software and other relevant communication tools.
  • Adaptability and resilience in a fast-paced, dynamic work environment.
  • Prior experience in a customer service role, particularly with both chat and voice support, is a plus.

    • Skills Required

    Communication Skills, Listening Skills, crm software

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