Associate

Job Title: Customer Service Associate (CSA) — Chat

Grade: H1/H2

Function/Department: Operations

Role Description

As a Chat Support CSA, you will be the first point of contact for customers reaching out via web chat. Your primary goal will be resolving queries, addressing concerns, and helping customers get the most out of our client's products and services.

Key Responsibilities

• Respond to customer queries via chat, providing accurate information and resolving complaints related to the organization's products or services.
• Understand customer needs and ensure all concerns are addressed clearly through chat.
• Update account information and perform routine account maintenance based on customer requests.
• Identify customers' underlying needs and recommend relevant products or services where appropriate.
• Direct customers to relevant pages on the client's website for self-service information.
• Communicate promptly, politely, and professionally in all customer interactions.
• Consistently meet SLA targets and quality benchmarks for the process.
• Manage multiple conversations simultaneously while prioritizing effectively to deliver excellent service.
• Maintain strict data confidentiality and comply with information security and compliance standards.

Key Eligibility Criteria

• Flexible Work Timing (UK/US/AUS/IND)
• Rotational Weekly Offs
• Rotational Shift — 24/7 Environment
• Communication level at CEFR B1/B2 (process specific)

Qualifications

• Bachelor's degree or equivalent (freshers welcome to apply).
• Undergraduates with a minimum of 1 year's customer service experience will also be considered.
• Relevant Experience as per product.