Voice/non-voice Chat Process Executive - India - M Hub Solution

Description

Voice/Non-Voice Chat Process Executive Overview:

The Voice/Non-Voice Chat Process Executive plays a crucial role in providing exceptional customer support through voice or non-voice chat channels.

They are responsible for handling customer inquiries, resolving issues, and ensuring a positive customer experience. This role is pivotal in maintaining high customer satisfaction and strengthening the company's reputation.


Key Responsibilities:
Responding to customer inquiries via voice or non-voice chat channels
Providing accurate, valid, and complete information to customers
Resolving customer issues and complaints
Identifying and escalating priority issues
Building sustainable customer relationships
Meeting personal and team qualitative and quantitative targets
Maintaining a positive, empathetic, and professional attitude
Collaborating with team members to enhance the overall customer experience
Keeping records of customer interactions, transactions, comments, and complaints
Communicating and coordinating with internal departments
Ensuring customer satisfaction and providing professional customer support
Adhering to company policies and procedures
Striving to achieve first-call resolution
Handling customer escalations with tact and diplomacy

Participating in ongoing training and development Required Qualifications:
Bachelor's degree in any field or equivalent work experience
Proven work experience in a customer service or support role
Excellent verbal and written communication skills
Proficient in typing and using chat and ticketing systems
Ability to multitask, prioritize, and manage time effectively
Strong problem-solving skills with a focus on quality
Ability to work well in a team environment
Empathetic, patient, and able to handle pressure
Basic computer skills and familiarity with CRM systems
Customer-oriented and focused on delivering a high-quality service
Ability to adapt and learn quickly in a fast-paced environment
Knowledge of customer service principles and practices
Flexibility to work in shifts, including weekends and holidays
Positive and professional attitude towards work and colleagues
Proactive and self-motivated with a strong willingness to learn and grow Contact HRManager WhatsApp