Job Description

Company Overview

Wings Global Services operates at the forefront of engineering services, integrating automation and cross-sector expertise across multiple industries including oil & gas, manufacturing, IT, and construction. With a strong focus on innovation and operational excellence, the company is dedicated to empowering future-ready professionals. Based in Mumbai, Wings Global Services is committed to strategic growth and sustainability within the ever-evolving global landscape.

Job Overview

We are seeking a dedicated Email and Chat Process Executive for our Mumbai office. This full-time, junior-level role requires a minimum of 1 year and a maximum of 3 years of relevant experience. The successful candidate will be responsible for handling non-voice customer interactions, ensuring client satisfaction through efficient email and chat communication.

Qualifications and Skills

• Proficiency in email support to manage customer queries effectively, ensuring a quick and accurate resolution.
• Experience in live chat handling, adept at multitasking and maintaining customer engagement for timely issue resolution.
• Familiarity with CRM software such as Salesforce or Zendesk to streamline customer interactions and improve service delivery.
• Impeccable typing speed and accuracy, essential for documenting interactions and maintaining customer satisfaction.
• Competency in using Microsoft Office Suite for managing data and communicating effectively within the team.
• Experience with ticketing systems to track and resolve customer inquiries efficiently and maintain records.
• Strong data entry skills, vital for updating customer information and ensuring database accuracy.
• Excellent problem-solving skills, enabling quick thinking and effective solutions to customer concerns.

Roles and Responsibilities

• Respond promptly to customer inquiries received via email and chat platforms, ensuring clarity and understanding.
• Manage CRM systems to document interactions and track customer issues and solutions provided.
• Maintain an organized and updated record of communications and customer feedback for consistent service improvement.
• Work collaboratively with team members to enhance customer service standards and share insights.
• Utilize problem-solving skills to troubleshoot customer issues and ensure satisfactory resolution.
• Assist in data entry and management tasks to ensure information accuracy and accessibility.
• Utilize Microsoft Office Suite for communication, reporting, and data analysis.
• Continuously improve email and chat handling techniques to optimize customer interactions and service delivery.