Email & Chat Process Executive

Key Responsibilities:

• Handling Customer Inquiries: Responding to customer questions, concerns, and requests via live chat in a timely and accurate manner.

• Problem Solving: Identifying and resolving customer issues efficiently and effectively. This might involve troubleshooting problems, providing solutions, or guiding customers through processes.

• Providing Information: Offering accurate information about products, services, policies, and procedures.

• Maintaining a Positive Interaction: Ensuring a positive and professional demeanor throughout the chat conversation to enhance customer satisfaction.

• Managing Multiple Chats: Handling several chat conversations simultaneously while maintaining quality and efficiency.

• Escalating Issues: Identifying and escalating complex or unresolved issues to the appropriate teams or supervisors.

• Following Up: Contacting customers to ensure their issues have been resolved and that they are satisfied.

• Maintaining Records: Documenting customer interactions, issues, and resolutions accurately.

• Adhering to Procedures: Following established standard operating procedures and company guidelines.

• Proactive Engagement (sometimes): Initiating chat conversations with website visitors to offer assistance based on their browsing behavior.

• Upselling/Cross-selling (sometimes): Identifying opportunities to recommend additional products or services.

Required Skills and Qualifications:

• Strong Written Communication Skills: Clear, concise, and professional writing abilities are essential for effective chat communication.

• Excellent Typing Skills: Ability to type quickly and accurately to ensure efficient responses.

• Active Listening Skills: Paying close attention to customer inquiries to understand their needs.

• Problem-Solving Skills: Ability to analyze issues and find appropriate solutions.

• Customer Service Orientation: A genuine desire to help customers and provide excellent service.

• Patience and Empathy: Ability to remain calm and understanding, especially when dealing with frustrated customers.

• Multitasking and Time Management: Ability to manage multiple conversations and prioritize tasks effectively.

• Computer Proficiency: Familiarity with computers, internet navigation, and chat software.

• Product/Service Knowledge: A good understanding of the company's products or services to provide accurate information.

• Adaptability: Ability to adjust to different customer personalities and situations.

• High School Diploma/Equivalent: Generally a minimum requirement, with some companies preferring a college degree.

• Previous Customer Service Experience (often preferred): Experience in a customer-facing role can be beneficial.

• Familiarity with CRM Systems (beneficial): Experience using Customer Relationship Management software to manage customer interactions.

• Language Proficiency (depending on the role): Fluency in multiple languages might be required for international customer support roles.

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 5 years of experience.

More about this Email & Chat Process Executive job

1. What is the eligibility criteria to apply for this Email & Chat Process Executive job?
   Ans: The candidate should be All Education levels and above with 1 - 5 years of experience of experience
2. How much salary can I expect for this job role?
   Ans: You can expect a salary of ₹15000 - ₹40000 per month that depends on your interview. It's a Full Time job in Mumbai.
3. How many working days are there for this Email & Chat Process Executive job?
   Ans: This Email & Chat Process Executive job will have 5 working days.
4. Are there any charges applicable while applying or joining this Email & Chat Process Executive job?
   Ans: No, there is no fee applicable for applying this Email & Chat Process Executive job and during the employment with the company, i.e., STERLING.
5. Is it a work from home job?
   Ans: No, it’s not a work from home job and can't be done online.
6. How many openings are there for this Email & Chat Process Executive role?
   Ans: There is an immediate opening of 25 Email & Chat Process Executive at STERLING
7. Who can apply for this job?
   Ans: Both Male and Female candidates can apply for this Customer Support / TeleCaller job.
8. What are the timings of this Email & Chat Process Executive job?
   Ans: This Email & Chat Process Executive job has Flexible Shift.