Chat Support Back Office Jobs in Mumbai - V Employment Solutions

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.
  

• 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)
  

• 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.
  

• 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.