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BPO Chat / Voice Process

ConfidentialMohali, Chandigarh

8 days ago

Job description

We are seeking a BPO Chat / Voice Process Associate to join our team. This role is perfect for a customer-focused individual who can effectively manage and resolve customer inquiries through both voice calls and live chat, ensuring a high level of service quality and customer satisfaction.

Roles and Responsibilities

Handle inbound and outbound calls, as well as live chat sessions, to address customer questions, concerns, and issues.
Provide accurate and comprehensive information about products, services, and policies.
Troubleshoot and resolve customer problems efficiently, escalating complex issues to the appropriate team when necessary.
Maintain a professional and empathetic demeanor while communicating with customers across all channels.
Document all customer interactions and transactions meticulously in the CRM system.
Meet and exceed performance metrics related to call handling time, chat response time, and customer satisfaction.
Follow all established communication protocols and company guidelines.
Collaborate with team members and supervisors to continuously improve service delivery.

Skills Required

Strong verbal communication skills with a clear, professional tone for voice interactions.

Excellent written communication skills, including proper grammar and spelling, for chat support.

Ability to multitask effectively, managing chat conversations while also handling voice calls.

Exceptional problem-solving and critical-thinking skills.

A customer-centric mindset with a patient and positive attitude.

Proficiency in using CRM software and other communication platforms.

Adaptability to a fast-paced environment and flexible work schedules.

Skills Required

Outbound Calls, Inbound Calling, customer interactions, Customer Satisfaction, Communication Skills, crm software

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Bpo • Mohali, Chandigarh