Moumita Singha Mahapatra

Customer Interaction:

• Manage incoming chat inquiries promptly and efficiently.
• Understand customer needs and provide clear, concise, and helpful responses.
• Build rapport with customers to foster positive relationships.
• Escalate complex issues to higher-level support when necessary.

Problem Resolution:

• Troubleshoot common customer issues and provide solutions.
• Access and utilize relevant knowledge bases and resources to find answers.
• Follow established protocols for issue resolution and documentation.
• Provide timely updates to customers on the status of their inquiries.

Process Adherence:

• Follow chat support guidelines, scripts, and procedures.
• Maintain quality standards in terms of response time, accuracy, and customer satisfaction.

Performance Metrics:

• Track and analyze key performance indicators (KPIs) related to chat support like FCR, AHT, CSAT , etc.
• Identify areas for improvement and suggest process enhancements.

Also contributed toward helping new joinees to understand various KPIs and trained them to understand process.