Chat and Voice Process - Chandigarh, Mohali - Skyway Solution

    Skyway Solution
    Skyway Solution Chandigarh, Mohali

    1 day ago

    Full time
    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.

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