Job Overview

We are seeking a dedicated individual for the role of Email Process & Chat Process at Wings Global Services. This is a full-time, junior-level position based in Andheri. The ideal candidate should have 1 to 3 years of work experience, delivering exceptional customer service through email and chat support, navigating CRM software effectively, and efficiently resolving client queries.

Qualifications and Skills

• Email Support (Mandatory skill): Demonstrated ability to manage and respond to a high volume of emails efficiently and accurately.
• Live Chat Support (Mandatory skill): Experience using live chat tools to provide real-time solutions to customer queries.
• Customer Service (Mandatory skill): Proven track record of maintaining positive relationships with clients and addressing their needs promptly.
• Problem Solving: Ability to analyze customer queries and offer practical solutions quickly.
• Multitasking: Skilled at managing multiple conversations and maintaining responsiveness across different platforms.
• CRM Software: Familiarity with customer relationship management software to track and manage interactions.
• Conflict Resolution: Demonstrated ability to handle challenging situations and resolve conflicts calmly and effectively.
• Product Knowledge: Deep understanding of company products and services to offer relevant assistance and guidance to customers.

Roles and Responsibilities

• Provide exceptional customer support via email and chat, ensuring queries are resolved promptly and accurately.
• Maintain up-to-date knowledge of company products and services to assist customers effectively.
• Log customer interactions in CRM software and ensure all details are accurately recorded.
• Collaborate with cross-functional teams to resolve customer issues and improve service delivery.
• Monitor customer feedback and suggest improvements to enhance customer experience.
• Identify trends in customer queries and communicate them to management to inform future strategies.
• Participate in training sessions to stay updated with the latest support tools and techniques.
• Uphold the company's reputation by providing professional and empathetic service at all times.