Voice and chat Process
Swiggy
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Location: Lucknow
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Post Date: 21-11-2023
Job Description:
Job Title: Customer Service Representative (Voice and Chat Process)
Job Description:
Responsibilities:
Handle Inbound and Outbound Calls:
- Answer incoming calls from customers promptly and professionally.
- Make outbound calls to follow up on customer inquiries or resolve issues.
Provide Excellent Customer Service:
- Address customer concerns, inquiries, and complaints with a positive attitude.
- Ensure customer satisfaction through effective communication and problem-solving.
Utilize Chat and Messaging Platforms:
- Engage with customers via chat and messaging platforms to provide real-time support.
- Resolve customer issues efficiently through written communication.
Document and Update Customer Records:
- Maintain accurate and detailed customer records in the database.
- Update customer information and interactions for future reference.
Product Knowledge:
- Acquire and maintain a comprehensive understanding of the products or services being offered.
- Educate customers about product features and benefits.
Adherence to Scripts and Guidelines:
- Follow predefined scripts and guidelines when communicating with customers.
- Ensure compliance with company policies and procedures.
Meet Performance Metrics:
- Achieve and exceed performance targets such as response time, resolution time, and customer satisfaction.
Collaborate with Team Members:
- Work collaboratively with team members to share knowledge and enhance overall team performance.
- Participate in team meetings and training sessions.
Qualifications:
Education:
- High school diploma or equivalent. Additional education is a plus.
Communication Skills:
- Excellent verbal and written communication skills.
- Proficiency in English (and any additional languages as required).
Customer Focus:
- Strong customer service orientation with a focus on customer satisfaction.
Technical Skills:
- Familiarity with basic computer applications and the ability to learn new software quickly.
Problem-Solving Skills:
- Ability to analyze and solve customer issues effectively.
Adaptability:
- Flexibility to adapt to changing processes and procedures.
Team Player:
- Ability to work well in a team environment.
Prior Experience:
- Previous experience in a customer service or BPO role is an advantage.
Note: This is a general template, and actual JDs may vary based on the specific requirements of the BPO company and the industry it serves. It's important to customize the JD based on the unique needs of the organization.
