Officer – Chat Operations

This is an entry-level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team.

Responsibilities:

• Utilizes Chat platform to respond to service inquiries from customers and provide a comprehensive resolution to the complaints/queries
• Follow-up on all customer requests via chat and email
• Maintains detailed knowledge of product and service offerings to customers
• Analyzes risk areas and identify solutions to meet customer's needs
• Ensuring Information security for sensitive data
• Helps to teach our customer how to self-service through our internet website
• Balancing NPS and ensuring a positive customer experience while managing/minimizing operating losses
• Accurate reporting of MIS/Timekeeping
• Undertake other assignments/projects as given by the Team Lead/Manager
• Apply professional attitude and image for all internal and external customers
• Liaising with various departments and also do account level system maintenances while resolving customer queries/complaints

Qualifications-External:

• Overall 0 - 3  years of relevant experience
• Sound presentation and analytical skills
• Strong problem solving skills and detail-oriented
• Graduate in any stream, masters degree is not a mandate

Preferences:

• Must possess excellent PC and keyboarding skills (30 WPM – typing speed; 90% accuracy)
• Must possess good verbal and written communication skills to include proficiency with grammar, spelling and punctuation
• Must possess good analytical skills
• Courteous with strong customer service orientation
• Dependable with proficient attention to detail
• Persuasiveness and a willingness to resolve customer queries
• Prior experience working in a customer service/customer support space for international market is highly preferred.
• Prior experience in email/chat process highly preferred
• Experience working in a retail banking space is highly preferred.

Shift of operations:

• US Day/India Night - Rotating shift with work on Saturday/Sundays. 5 day work week

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

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