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Business Support Officer
Job Description
To ensure highest standards of customer service by providing the right information to customers through web chat, email & social media in efficient, accurate and secure manner.
Handle all incoming customer inquiries & complaints via Web Chat, Email & Social Media 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
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
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
For Contact:
maha@htmlpro.net
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