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Chat Support Back Office Jobs in Mumbai - V Employment Solutions

Chat Support Back Office
V Employment Solutions
Mumbai(Andheri East )
1 to 3+ Years
145000 - 300000 Per Year
V Employment Solutions
Last Date 29 Dec 2017

V Employment Solutions - Job Details

Date of posting: 09 Nov 17

Job description:

  • It would be convenient for the tech if he/she has experience in chat field as their basic profile will be to take handle chats initiated by clients.
  • Each rep will need to take chats constantly as and when it comes in console
  • Each rep should be comfortable taking 3 to 4 chats in regular flow.
  • If the volume increases should take 5 chats at a time.
  • Rep’s basic responsibility is to try and resolve maximum issues on chat itself, however if there is an issue beyond ICM reach then Rep has to log a case in eManager on behalf of client and route it to appropriate queue. 
  • Along with this they also have to keep track of the cases created by them and later verify if it was front-end or back-end and accordingly enhance their product knowledge.
  • Post OJT training it will be each reps self responsibility to enhance their product knowledge by self learning activities e.g. watching videos, utilizing available resources like Shareware, eCW Molecule, Support Portal etc so as they hold best product knowledge and are effective on chats.
Key responsibilities & accountabilities:
  • Each rep should be comfortable taking 3 to 4 chats in regular flow. If the volume increases should take 5 chats at a time.
  • Logging cases in eManager when required and approach Technical Teams depending on clients query
  • Manage irate clients without getting hyper and without using inappropriate language. Involve team leads wherever required.
  • Should not be involved in personal chatting with clients or accept any invitations/gifts/favors.
  • Should be willing to conduct training sessions on product modules. (Cross trainings)
Tasks & Duties:
  • Maintain 8 hours of login excluding 1 hour of break.
  • Maintain case creation tracker and self data tracker.
  • Should achieve targets laid by LOB or Company to best justify the profile. Targets like QC, CSAT, Case creation %, Operator Utilization.
  • Attend Trainings & Meetings regularly. Schedule adherence is must.
  • Score above threshold in every product assessment conducted twice a month.
Job Specifications:
  • Should have strong communication skills in both written and oral.
  • Can perform multi-tasking and work under pressure.
  • Should have minimum typing speed of 35 wpm.
  • Should have good knowledge in Excel, Power point, Word.
  • Should be a team player, innovative and approachable.
  • Should have skill to build good rapport with clients and colleagues.
  • Should be self motivated and willing to update his knowledge on daily basis.

Hiring Process : Written-test, Face to Face Interview

About V Employment Solutions

It would be convenient for the tech if he/she has experience in chat field as their basic profile will be to take handle chats initiated by clients.

Each rep will need to take chats constantly as and when it comes in console.

Each rep should be comfortable taking 3 to 4 chats in regular flow. 

This posting is done directly & exclusively on Freshersworld.com. We do not entertain any unsolicited calls or enquiries from any consultants, other portals or TPOs. Notice: This recruitment is FREE. if the recruiter charges any fees, please write us info@freshersworld.com
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V Employment Solutions recruiting Chat Support Back Office Experienced(1 to 3+ Years) candidates in Mumbai(Andheri East ). The V Employment Solutions vacancies for Chat Support Back Office is filled through Written-test, Face to Face Interview etc.
V Employment Solutions jobs for Experienced(1 to 3+ Years) candidates are very common in nature as the company recruits a lot of Experienced(1 to 3+ Years) candidates every year based on the skills . The candidates with M.Com, BBA/BBM, BSc, BCA, BE/B.Tech, B.Com, BA, MCA are selected to full fill the vacancies in Customer Service / Tech Support job field. The Experienced(1 to 3+ Years) candidates applying for Chat Support Back Office should have a degree or post-graduation in the required field based on the requirement mentioned. The jobs are available in Full Time basis. When it comes to V Employment Solutions recruitment, Experienced(1 to 3+ Years) candidates are mostly chosen for the department Customer Service / Tech Support. To learn more about the current jobs and other details, it is better to go through official site of V Employment Solutions and Freshersworld. The Freshersworld is a leading employment portal that researches the official site of V Employment Solutions and provides details about the current vacancies, the application process, selection process, test details, important dates and other information.