Business Support Officer

Job Description

To ensure highest standards of customer service by providing the right information to customers through web chat, email (or any other channel of communication) in an efficient, accurate and secure manner.

- Experience in customer services (not more than 2 years) or any prior internship/freelancing experience, preferably (but not necessarily) in non-voice support

- Good understanding of contact centre setup and terms

- Knowledge about customer experience management

- Proficiency in MS Office (Word, PowerPoint & Excel)

- Problem solving skills

Knowledge about digital services

- Handle all incoming customer inquiries & complaints via Web Chat, Email (or any other channel of communication) with utmost professionalism and ensure First Time Resolution with high quality customer service

- Ensure that customer queries generated by him/her should be resolved in the specified Turnaround time (TAT) by following up on services requests

- Ensure highest standards of written communication while answering customers’ queries/complaints

- Feedback/escalate any urgent /critical issues or problems to management on a timely basis

- Maintain confidentiality of the organization’s customers and data

- A strict adherence to shift and break schedule as communicated by the operations department

- A strict compliance to company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct

- Participate in all team meetings and team building/Motivational exercises on periodic basis

Contribute to manage team objectives through team work

Personal Qualities

- Excellent communication skills

- Flexible to work in different shifts

- Sound analytical skills

- Ability to work efficiently in a high demand, team oriented, and fast-paced environment

Keen interest in technology