Job Description

For more information can talk to to HR- +91-8376075395MNC BPO Non-Voice Chat Process Full/Part Time A BPO (Business Process Outsourcing) Non-Voice Chat Process is a dynamic role within multinational companies (MNCs) where employees engage with customers primarily through written communication, such as text chats or email, rather than phone calls. This job can be performed both on a full-time or part-time basis, offering flexibility for individuals looking to manage their work-life balance.Key Responsibilities: * Customer Interaction via Text: The primary responsibility in a non-voice chat process is handling customer inquiries and resolving issues through chat platforms. This involves answering questions, providing product or service details, troubleshooting problems, and offering solutions in real-time.

• Issue Resolution: You will be tasked with addressing customer concerns by providing accurate and relevant information, resolving complaints, and escalating issues when necessary to higher support levels.
• Product Knowledge and Training: As a non-voice chat agent, you will be expected to stay updated with the companys products, services, and policies. Periodic training may be conducted to help you provide the best support.
• Documentation and Data Entry: All interactions with customers must be accurately logged and documented in the system. This involves updating customer profiles, recording feedback, and inputting other necessary information into the CRM (Customer Relationship Management) system.
• Multitasking: Since chat agents often handle multiple conversations simultaneously, multitasking becomes a key skill. Youll need to switch between chats efficiently, ensuring each customer receives timely and effective support.
• Quality Assurance: Ensuring high-quality service is a significant aspect of the role. You will be expected to adhere to company guidelines and scripts to maintain professionalism and provide customers with the best experience possible.
• Working with Teams: Even though the process is non-voice, you will work alongside other team members and managers. You may participate in team meetings or discussions to improve processes and troubleshoot common issues.
• Adherence to SLA (Service Level Agreement): Maintaining quick response times and ensuring customer queries are resolved within agreed-upon timelines is a critical aspect of the role. Meeting KPIs (Key Performance Indicators), such as chat handling time and customer satisfaction, is essential for success.

Qualifications and Skills:

• Educational Qualifications: A high school diploma is typically the minimum requirement, though many companies may prefer candidates with a degree or equivalent experience in customer service.
• Typing Speed and Accuracy: Since the role is non-voice, excellent typing skills are essential. A minimum typing speed of 30-40 words per minute is typically expected.
• Communication Skills: While you will not be speaking, the ability to communicate clearly and effectively through text is crucial. Strong grammar, spelling, and punctuation are necessary to maintain professionalism.
• Problem-Solving Skills: The ability to quickly understand and resolve customer issues with clear, concise solutions is crucial for success in this role.
• Basic Computer Literacy: Familiarity with computer systems, internet browsing, and chat software is important for efficiency.
• Customer-Centric Mindset: You should have a friendly, patient, and helpful demeanor, as this will reflect positively on the companys brand image.

Work Hours:

• Full-Time: Full-time positions typically require 40 hours a week, spread across five days. The shifts may vary depending on the company, with some offering night shifts or weekend work.
• Part-Time: Part-time options allow flexibility, with employees working anywhere from 15 to 30 hours per week. This can be ideal for students or individuals with other commitments.

Benefits:

• Flexible Work Schedule: Many companies offer flexible working hours, including the option for remote work.
• Competitive Salary: Depending on the company and location, the salary can range from entry-level to moderately high, with opportunities for growth and bonuses based on performance.
• Growth Opportunities: Many BPO companies provide career advancement opportunities. Starting in a non-voice chat process can lead to roles in team leadership, training, or even managerial positions.
• Health Benefits: Some MNCs provide health insurance, paid time off, and other perks to employees.

Conclusion:A career in an MNC BPO Non-Voice Chat Process offers an excellent opportunity for individuals seeking flexible work hours and the chance to develop their communication, problem-solving, and multitasking skills. With a customer-focused approach, this role can be both rewarding and fulfilling, especially in a supportive work environment.For more information can talk to to HR- +91-8376075395

Tensoten Services