Job Description

Exp required -    1+Year

Location :    Jamshedpur

For Mumbai -    Chat/Email/Voice/Ecommerce

Job Description:
Role & responsibilities
? Overseeing a team of customer support officers providing guidance direction and support
to ensure efficient handling of customer inquiries and issues via available platforms.
? Monitoring team performance metrics such as response time resolution time
customer satisfaction scores and quality of responses to ensure adherence to service
level agreements (SLAs) and KPIs.
? Building and maintaining positive relationships with clients stakeholders and internal
teams to ensure alignment of goals expectations and service delivery standards for the
email/chat process.
? Developing and implementing strategies to streamline email/chat processes improve
productivity and enhance overall efficiency while maintaining high-quality customer
interactions.
? Generating regular reports and analysis on email/chat performance metrics trends and
improvement opportunities to identify areas for enhancement and make data-driven
decisions.
? Ensuring compliance with company policies data protection regulations and industry
standards in aspects of the email/chat process data security privacy and confidentiality.