Opportunity For Live Chat Agent With SBI Securities

• Role : Live chat agent
• Location : Chinchpokli
• Department : Customer Service Group

Job Summary: A Live Chat Agent is responsible for providing real-time customer support through online chat platforms. The role involves assisting customers with inquiries, resolving issues, providing product or service information, and ensuring a positive customer experience while maintaining high service standards.

Key Responsibilities

• Respond to customer inquiries via live chat in a timely and professional manner.
• Provide accurate information about products, services, policies, and procedures.
• Resolve customer concerns, complaints, and technical issues efficiently.
• Escalate complex issues to the appropriate department when necessary.
• Maintain detailed records of customer interactions and resolutions.
• Meet established service level agreements (SLAs), quality standards, and productivity targets.
• Follow company guidelines, processes, and compliance requirements.
• Identify customer needs and recommend suitable products or services.
• Collaborate with team members and other departments to improve customer satisfaction.

Required Skills & Qualifications

• Excellent written communication and typing skills.
• Strong customer service and problem-solving abilities.
• Ability to handle multiple chat conversations simultaneously.
• Basic computer proficiency and familiarity with CRM/chat support tools.
• Strong attention to detail and organizational skills.
• Ability to work in a fast-paced environment.

Preferred Qualifications

• Prior experience in customer service chat support.
• Knowledge of customer service software Salesforce
• Experience handling customer complaints and issue resolution.

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Contact Resolution (FCR)
• Average Response Time
• Chat Quality Score
• Productivity and Adherence to Schedule

Interested candidates can share cvs on ruchi.kedia@sbicapsec.com