Candidates are required to have excellent communication skills – written and oral. Strong Comprehension skills are key on this project. Ability to comprehend US customer needs through their written chat communication, translate the need into process query and provide the right resolution in a clear and concise manner, Ability to understand the conversation between the chat bot and customer and pick up from there and continue Customer conversation.
Analytical skills to understand the reason why the chat bot was unable to resolve customer query and provide intelligence back into the system on what needs to be changed within the Chat-bot
Willingness to work mainly US shifts in a 24/7 environment with shift rotations
Prior Chat Experience. Preferably has worked on dual concurrency.
Ability to multitask and work with multiple tools in order to provide the best resolution
Functional knowledge of using CRM solution and MS Excel
Domain knowledge of US Customer Service, preferably Telecom industry
Job requires the candidate to be confident, probe for responses and empathize with customers. Needs to be customer centric with strong conversational skills
Typing speed is crucial (Speed – 40 words per minute – 95% accuracy)
Sales/Retention/Tech experience would be an add on.