Webhelp Off Campus Recruitment

Qualifications

Required Qualification & Skills:-

• Minimum high school level education
• Both freshers and experience agents are welcome to apply
• Web chat experience in a contact centre environment (Advantageous)
• Experience working for international BPO (Advantageous)
• High proficiency in the English language with excellent business writing skills
• Demonstrable computer literacy, MS Office skills, understanding of relevant software and advanced internet functions

Job Description & Responsibilities:-

• Seamlessly multi-tasking, accessing and switching between tools during a chat conversation to ensure you are able to give the most accurate and complete service possibly
• Providing an extraordinary customer experience by addressing queries through a web chat channel adhering to scheduled shifts, procedures, metrics, and departmental goals
• Documenting each customer contact using contact tracking systems and escalating unresolved customer issues with all pertinent information included to appropriate resources
• Maintaining a positive, constructive attitude in the workplace including presenting challenges in a positive light, offering constructive approaches to overcoming difficulties and treating all individuals with respect
• Prioritising work, balancing importance from the customer perspective and operational efficiency
• Following through on commitments, communicating status of work, identifying and requesting assistance with barriers that may interfere with progress
• Developing and maintaining current knowledge of the campaign
• Information security needs to be protected and you are responsible for highlighting any issues that you are made aware of by using the correct process
• Ensuring first contact resolution at all times
• Endeavouring to achieve and exceed all operational metrics and targets