Job Description

MNC BPO Non-Voice Chat Process Full/Part Time Job Overview: A MNC BPO Non-Voice Chat Process involves handling customer service queries, troubleshooting issues, and providing information through text-based communication channels, primarily via live chat. This is a crucial role in providing excellent customer support, ensuring smooth interaction between the company and its clients without requiring verbal communication. The job offers flexibility with both full-time and part-time opportunities available, making it a perfect fit for individuals seeking work-life balance.Key Responsibilities: * Customer Support via Chat: The primary responsibility of a non-voice chat process associate is to engage with customers through online chat, answering inquiries, resolving issues, and providing the necessary assistance efficiently.

• Product/Service Knowledge: Agents must have a strong understanding of the companys products or services to effectively guide customers through troubleshooting steps, answer queries, and provide relevant solutions in real-time.
• Troubleshooting: Handling technical queries is a common part of the role. This may involve diagnosing issues with products or services and providing clear instructions to resolve problems.
• Order Assistance and Tracking: Helping customers place orders, track shipments, process returns or exchanges, and offer guidance on product selection are part of the daily tasks.
• Maintaining Documentation: Non-voice chat agents are required to document customer interactions, ensuring all details are recorded accurately for future reference or follow-up.
• Problem Solving: Providing effective solutions for a wide range of customer issues is critical. Non-voice chat process associates need to be quick thinkers, addressing customer concerns with a proactive approach.
• Escalating Complex Issues: In cases where issues cannot be resolved through chat, agents must effectively escalate the matter to the appropriate team or department, ensuring that customers receive timely resolutions.
• Compliance & Quality Standards: Maintaining adherence to company policies, ensuring high-quality interactions, and following the prescribed service level agreements (SLAs) is essential.
• Building Customer Loyalty: Providing exceptional service, resolving concerns promptly, and offering personalized responses contribute to building lasting relationships with customers.

Skills Required: * Strong Written Communication: Since this role revolves around chat interactions, excellent writing skills are essential, including proper grammar, spelling, and clarity of expression.

• Customer Service Orientation: Patience and empathy are key when handling customer inquiries. A customer-first attitude ensures satisfaction and positive experiences.
• Problem-Solving Skills: Being able to analyze a customers issue and provide effective solutions quickly is a valuable skill in this role.
• Tech-Savvy: A basic understanding of using chat platforms, computer systems, and troubleshooting issues is important. Some companies may require familiarity with specific customer support software.
• Time Management: Non-voice chat agents are expected to manage multiple chats simultaneously, responding to queries promptly while ensuring quality service.
• Adaptability and Learning: Agents should be flexible in adapting to new tools, processes, and company updates. Constant learning and the ability to stay updated with product information is crucial.

Qualifications:

• Educational Requirements: A high school diploma or equivalent is typically required. A degree in business, communications, or related fields may be preferred by some companies.
• Experience: While prior experience in customer service or BPO is a plus, most companies provide comprehensive training. Freshers with strong communication skills can also apply.

Work Environment:

• Flexible Hours: The role often allows flexible working hours. Full-time positions may involve standard shifts, while part-time positions can accommodate varying schedules, including weekends or evening shifts.
• Remote Work Options: Many MNC BPOs offer the flexibility of working from home, allowing agents to communicate via chat from any location, as long as they have a stable internet connection.

Salary & Benefits:

• The salary typically varies based on experience, location, and company policies. A competitive pay scale with performance-based incentives may be offered.
• Additional benefits may include medical insurance, paid time off, bonuses, and opportunities for career advancement.

Conclusion: The MNC BPO Non-Voice Chat Process offers an excellent career opportunity for individuals looking to work in a dynamic customer service environment. Whether youre interested in full-time employment with stability or part-time flexibility, this role provides the chance to develop valuable communication, problem-solving, and customer service skills. Its a great fit for those who are tech-savvy, customer-oriented, and looking for a flexible work environment that emphasizes efficiency and quality support.

Tensoten Services