SPE-CX-Multi Channel Helpdesk

Job Summary

Good English is required for clear concise and professional chat communication. The role demands the ability to diagnose issues quickly and provide effective solutions without unnecessary escalation. handling multiple chats simultaneously while maintaining accuracy. Comfort with navigating CRM systems ticketing tools and chat platforms is important. 1-3 yrs experience in customer service chat CEFR B1/B2 for the Supported Language.24x5.5 shifts with rotational weekly offs and shifts

Responsibilities

Actively listen to customer concerns show empathy and own the resolution process from start to finish. Resolve customer queries in a single interaction whenever possible minimizing transfers or repeat follow-ups. Provide real-time assistance through live chat and other digital channels ensuring a quick and efficient response time. Maintain high-quality standards in communication accuracy and professionalism across all customer interactions. Track and follow through on pending issues until fully resolved updating customers along the way. Document and share common queries solutions and process improvements to enhance the knowledge base. Work closely with cross-functional teams such as Technical Support Billing and Product to address customer needs promptly. Capture and report recurring customer concerns to help improve products processes and services.