Dear Candidate,
Greetings from KPR IT Solutions,
We are looking for a Chat Process Associate to join our customer support team for an Italy-based telecom project. The selected candidate will be responsible for providing professional and timely customer support through chat and email, understanding customer concerns, resolving queries, and ensuring a positive customer experience.
Key Responsibilities
- Handle customer queries and concerns through live chat and email support.
- Provide accurate and professional responses to customers within the defined turnaround time.
- Understand customer issues and provide appropriate solutions based on project guidelines.
- Assist customers with telecom-related queries, service requests, account-related concerns, and basic troubleshooting.
- Maintain a professional, polite, and customer-friendly communication style.
- Follow standard operating procedures (SOPs), process guidelines, and quality standards.
- Accurately document customer interactions and update relevant information in the system.
- Escalate unresolved or complex issues to the appropriate team or supervisor.
- Achieve defined productivity, quality, response time, and customer satisfaction targets.
- Maintain confidentiality of customer and company information.
- Coordinate with internal teams whenever required to resolve customer issues.
- Adapt to process updates, new tools, and changes in project requirements.
Required Skills
- Excellent written communication skills in English.
- Good typing speed and accuracy.
- Strong grammar, spelling, and sentence construction.
- Ability to understand and respond to customer queries clearly.
- Good problem-solving and analytical skills.
- Basic knowledge of computers, MS Office, email, and internet applications.
- Ability to multitask and handle multiple customer interactions efficiently.
- Strong attention to detail.
- Ability to work effectively in a team environment.
- Willingness to work in rotational shifts, including night shifts, depending on project requirements.
Preferred Skills
- Previous experience in chat support, email support, BPO, customer service, or telecom support is preferred.
- Experience handling international customers is an added advantage.
- Knowledge of the Italian language will be an advantage, if required by the project.
Eligibility
- Education: Any Graduate / Undergraduate with relevant skills.
- Experience: Freshers can apply; experience in international voice/non-voice or chat support is preferred.
- Candidates should have good written English and basic computer proficiency.
- Candidates should be comfortable working according to the project shift timings.
Pay: ₹15,000.00 - ₹25,000.00 per month
Work Location: In person
