Customer Service Chat

Job Description

●       

Customer Related:

Customer related: (Daily)

●        Reviewing chats generated by the system and responses received in the chat queue. The work types involve communicating with customer through Chat support  

●        Following the defined operating procedures

●        Performing the task according to the assigned distribution

●        Assisting customers on chat if any problem related to limited accounts occurs

●        Ensuring that the highest possible level of quality is delivered and every alert is investigated deeply, using available tools, sources, all necessary documentation and providing a correct rationale for the decision in order to record the steps taken during the review

●        Escalating edge profiles to relevant teams for further investigation and action

●        Complying with updated process changes, rules and regulations

●        Handling sensitive or confidential information

●        Reporting to Team Leads any acts of breaching the regulations or behaviour that has a significant impact on security, as well as any gaps in the system

●        Ability to critically analyse and interpret a situation, assessing all points of view

●        Performing independent research via internal and external sources

●        Responding on internal communication channel

●        Produce 100% productivity on the basis of established Standard Processing Time (SPT).

Process Related: 100% Accuracy & Productivity on the basis of established Standard Processing Time (SPT)

People Related: Discipline in Shift Adherence, Leadership Skills

Reporting and Documentation (e.g. logs, reports, etc.) : Working knowledge on MS Office

Training and updating knowledge:

●        Good Communication – Written and Verbal

●        Good grasping ability

●        Attention to detail

●        Good Analytical Skills

●        Logical Reasoning

●        Commitment and reliability

●        Team players with a ready disposition to learn

Others:

●        The role will require the majority of time spent working on a Computer, using a variety of applications for different scenarios

●        Proactively identify and participate in continuous improvement opportunities for the  organization

●        Adhere to WNS specific policies and compliance regulations

●        Be professional and courteous and maintain a high level of integrity and confidentiality at all times

●        Open to operate for of a 24/7 operation

●        Flexibility to work in rotational shifts/weekend working

Excellent written and spoken English

Qualifications

● Associate – 06 months to 02 years’ experience into Customer Support

Graduate – BCom, MCom, BA, MA, BBA, MBA, desirable        

English Proficiency Certification – B2/C1 Levels

●        Prior experience in Customer Support/Experience/Interaction

●        Should have prior hands-on experience into Chat Support/Contact Centre

●        Understanding of BFS customers and products

●        Has understanding and/or interest in Fraud Investigations

●        Basic customer chat handling/communication experience

Fundamental understanding of MS Office tools

Additional Information

All your information will be kept confidential according to EEO guidelines.

As your prospective employer, we need to process your Personal Data as needed to evaluate your qualification for the position you are applying for with Sutherland.  During the recruitment process, your Personal Data may be transferred outside of Jamaica and disclosed to third parties in the normal course of the recruitment and/or employment process or as needed to comply with applicable laws. This may include transferring information to our affiliated Companies for purposes connected to your employment with the company or to the management of Sutherland’s business.