Chat Process Associate
WSNE Consulting
Gurgaon, Haryana, India0–2 yrs1h agovia LinkedIn
About the Role
The Chat Process Associate is a full-time, on-site role based in Gurgaon. The associate will handle customer inquiries and requests via chat, ensuring timely, accurate, and courteous responses.
Key Responsibilities
- Handle customer inquiries and requests via chat.
- Provide timely, accurate, and courteous responses.
- Understand customer issues.
- Provide information or resolution steps.
- Escalate complex queries to relevant teams.
- Document interactions in the system.
- Maintain service quality standards.
- Follow defined workflows.
- Collaborate with team members to improve customer experience.
- Adhere to performance metrics.
- Work scheduled shifts.
- Contribute to a professional and supportive work environment.
Qualifications
- Strong Customer Service and Business Process Outsourcing (BPO) skills for managing chat-based interactions and meeting service standards.
- Excellent Communication and Analytical Skills to understand customer needs, interpret information, and respond clearly and accurately.
- Basic Finance awareness to handle simple account-related or billing queries, where applicable.
- Proficiency in written English.
- Comfort working with computer-based tools and CRM or ticketing systems.
- Ability to work in rotational shifts.
- Ability to maintain attention to detail.
- Ability to manage time effectively in a fast-paced environment.
- Minimum of a high school diploma or equivalent.
- A bachelor’s degree or prior experience in chat or voice processes in BPO environments is an advantage.