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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