Job Description: Customer Service Representative (Chat/Email) at IntouchCX
About IntouchCX:
IntouchCX partners with iconic global brands to deliver exceptional customer experiences across multiple platforms, including voice, chat, email, and social media. By leveraging innovative technology and a dedicated team, IntouchCX is redefining customer service and driving brand success.
Role Overview:
As a Customer Service Representative (Chat/Email), your primary responsibility is to provide outstanding customer support through live chat and email communication channels. You will handle inquiries related to orders, billing, inventory, and other customer needs. Your ability to engage with customers, solve problems, and deliver quality service will be essential to ensuring customer satisfaction.
Key Responsibilities as Customer Service Representative
- Customer Interaction:
- Handle customer inquiries and complaints related to orders, billing, and inventory via chat and email.
- Actively listen to customers, show empathy, and provide tailored solutions.
- Maintain professionalism and a customer-first mindset in all interactions.
- Problem Resolution:
- Identify and escalate priority issues when necessary.
- Document all interactions accurately and thoroughly in the tracking system.
- Follow established guidelines to resolve cases efficiently.
- Performance Standards:
- Meet quality and performance metrics, such as Contact Handle Time, Customer Satisfaction (CSAT), and Quality Standards.
- Respond to chats/emails within the stipulated Service Level Agreement (SLA).
- Collaboration:
- Coordinate with team members, leads, and other departments to address customer needs effectively.
- Participate in team meetings and additional training sessions.
- Knowledge Management:
- Stay updated on new processes, policies, and product information.
- Maintain a comprehensive understanding of all tools and systems used for customer service.
- Additional Duties:
- Perform other tasks as assigned by management.
Required Skills and Qualifications: Customer Service Representative
- Education: Any graduate.
- Experience: 0 to 5 years of experience in call center operations, with preference for chat/email support.
- Communication Skills:
- Strong verbal and written communication skills, with proper grammar and enunciation.
- Ability to listen attentively and tailor responses to customer needs.
- Technical Proficiency:
- Basic understanding of eCommerce websites.
- Ability to use personal computers, phone systems, and related tools effectively.
- Interpersonal Skills:
- Ability to interact with diverse individuals and work in a team environment.
- Patience, empathy, and problem-solving mindset.
- Flexibility:
- Willingness to work various shifts, including weekends and holidays.
- Compliance:
- Adherence to company policies and procedures.
- Willingness to undergo a background check if required.
Key Performance Indicators (KPIs): Customer Service Representative
- Contact Handle Time (CHT)
- Customer Satisfaction (CSAT)
- Quality Scores
- First Contact Resolution (FCR)
- SLA adherence
10 Expected Interview Questions and Sample Answers for Customer Service Representative
1. Why do you want to work at IntouchCX?
Sample Answer:
“I admire IntouchCX’s commitment to delivering exceptional customer experiences and its innovative use of technology. I’m excited to join a company that values quality-driven support and has a strong focus on customer satisfaction. I’m confident that my skills in customer service will contribute to the team’s success.”
2. How do you handle multiple customer inquiries simultaneously?
Sample Answer:
“I prioritize tasks based on urgency and complexity. I use tools like ticketing systems to keep track of ongoing issues and ensure I respond within SLA timelines. I stay organized and focused, which helps me manage multiple chats or emails efficiently without compromising on quality.”
3. Can you describe a time when you had to deal with a difficult customer?
Sample Answer:
“I once dealt with a customer who was frustrated about a delayed order. I listened attentively, empathized with their concerns, and provided regular updates while resolving the issue. By maintaining clear communication and offering a discount as a goodwill gesture, I was able to turn the situation around and retain their loyalty.”
4. How do you ensure high-quality responses in email and chat communication?
Sample Answer:
“I follow a structured approach: I read the customer’s query thoroughly, use templates as needed, but personalize responses to suit the customer’s needs. I also double-check my messages for accuracy and clarity before sending.”
5. What do you know about eCommerce, and how does it relate to this role?
Sample Answer:
“eCommerce involves buying and selling goods online, and customer support plays a crucial role in ensuring a smooth shopping experience. This role requires assisting customers with order-related queries, billing issues, and product information, which are essential components of eCommerce success.”
6. How do you handle stress in a fast-paced environment?
Sample Answer:
“I stay calm and prioritize my workload effectively. Taking short breaks, maintaining a positive attitude, and focusing on one task at a time help me manage stress. I also find that having clear communication with my team helps distribute the workload efficiently.”
7. How do you keep yourself motivated during repetitive tasks?
Sample Answer:
“I find motivation in delivering excellent customer service and improving my performance metrics. Setting personal goals, seeking feedback, and continuously learning new skills keep my work engaging.”
8. What steps do you take to resolve customer complaints?
Sample Answer:
“I start by listening to the customer’s concerns and empathizing with their situation. I then analyze the issue, provide a solution, and follow up to ensure they are satisfied. If needed, I escalate the matter to ensure a prompt resolution.”
9. Are you comfortable working in shifts, including weekends and holidays?
Sample Answer:
“Yes, I understand the importance of providing 24/7 support and am comfortable working flexible shifts, including weekends and holidays.”
10. How do you handle confidential customer information?
Sample Answer:
“I handle confidential information with utmost care by adhering to company policies and data privacy regulations. I ensure that customer data is only accessed for legitimate purposes and use secure systems to protect sensitive information.”
