Chat Process Executive

Key Responsibilities

• Customer Interaction: Handle a high volume of inbound customer chats promptly, accurately, and professionally. [1, 2]
• Multitasking: Manage 2 to 3 (or more) simultaneous chat sessions while maintaining fast response and resolution times. [1, 2]
• Problem Solving: Analyze customer queries, troubleshoot technical or account issues, and guide users through company processes or policies. [1]
• Documentation: Log all interactions, customer details, and resolution steps accurately into the CRM or ticketing system. [1]
• Target Adherence: Meet key performance metrics, including Customer Satisfaction (CSAT), Quality Assurance (QA) scores, Average Handling Time (AHT), and First Contact Resolution (FCR)