Non Voice (chat process)

• Job Description for Email / Chat Support

• Desired Candidate Profile: The ideal candidate should be proficient in using Microsoft Office tools (Excel, Word), capable of navigating computer systems, and fluent in both English and Hindi.

• * Key Responsibilities:

• - Address and respond to customer queries and complaints received through Email, Live Chat, and Social Media Channels.

• - Troubleshoot customer issues and provide effective resolutions.

• - Respond to customer queries promptly and accurately.

• - Coordinate with internal stakeholders via Phone and Email to highlight and follow up on unresolved customer issues.

• - Gather customer feedback and conduct customer surveys.

• - Maintain daily reports on customer inquiries, responses, and feedback to develop customer service analytics and trends.

• - Ensure meeting their performance metrics like, productivity, Quality, C-SAT etc.

• - Assist in training peers to improve customer support services.

• Qualifications and Experience:

• - Graduate or Undergraduate with a minimum of 1 year of work experience in a BPO, preferably in the travel domain.

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