Outsourcing Services Executive

Job description:

Responsibilities

• Answering Customer Queries: Live chat agents are there to support online customers by promptly answering their questions that come in via the website(s) they manage1.

• Proactive Engagement: Engage in real-time, comprehensive interactions with customers, ensuring they receive the best experience possible.

• Problem Resolution: Help isolate and resolve customer issues or problems that arise during chat interactions.

• Product and Service Inquiries: Respond to inquiries about products or services, providing accurate information and guidance.

• Order Status Updates: Keep customers informed about the status of their orders or any account-related information.

• Explaining Policies and Procedures: Clarify company policies, procedures, and guidelines to customers.

• Knowledge Base Curation: Contribute to building and maintaining a knowledge base by documenting common queries and solutions.

• Upselling and Cross-Selling: Identify opportunities to upsell or cross-sell relevant products or services to customers.

• Data Analysis: Analyze and report product malfunctions or issues by testing different scenarios or impersonating users.

• Quality Assurance: Ensure that chat interactions meet quality standards and adhere to company guidelines.

• Multitasking: Handle multiple chat sessions simultaneously while maintaining accuracy and efficiency.

• Empathy and Patience: Exhibit empathy and patience when dealing with customer concerns or complaints.

• Adaptability: Adapt to different customer personalities and communication styles.

• Continuous Learning: Stay updated on product knowledge, industry trends, and best practices.

• Collaboration: Coordinate with other team members and supervisors to resolve complex issues.