Job Title: Customer Service Representative (Chat / Email)
Location: Remote
Experience: Freshers can apply
Qualification: Graduate

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and technology solutions. With over 20 years of experience, a team of 18,000+ members, and campuses worldwide, we focus on delivering remarkable customer experiences for some of the world’s most innovative brands.

About the Job

We are seeking a passionate Customer Service Representative who excels in providing exceptional customer service and resolving issues effectively. You will assist customers with queries related to orders, inventory, and billing via Live Chat and Email, ensuring a high level of customer satisfaction. All interactions will be documented using our tracking tool.

Responsibilities as Customer Service Representative

• Provide excellent customer service by addressing inquiries related to order status, inventory, and billing through web chat and email.
• Meet quality and performance standards while handling inquiries.
• Escalate priority emails to the appropriate channels when necessary.
• Manage customer complaints professionally, striving for resolution within established guidelines.
• Accurately document customer transactions in the appropriate systems.
• Collaborate with colleagues and other departments as needed.
• Actively listen to customers, demonstrating empathy and patience.
• Provide accurate information and maintain thorough knowledge of systems and processes.
• Respond to incoming chats and emails within stipulated SLAs and achieve Key Performance Indicators (KPIs) such as Contact Handle Time, Quality, CSAT, and DSAT.
• Attend team meetings and additional training sessions as scheduled.
• Perform other duties as assigned.

Qualifications: Customer Service Representative

• Fundamental understanding of eCommerce websites.
• Above-average verbal and written communication skills with proper grammar and enunciation.
• Strong listening skills to tailor responses to meet client needs.
• Ability to thrive in a fast-paced, changing environment.
• Strong organizational skills to manage multiple tasks accurately and timely.
• Proficient with personal computers and phone systems.
• Willingness to work various shifts, including days, afternoons, evenings, weekends, and holidays.
• Basic mathematical skills.
• Must pass a background check if required.
• Ability to interact effectively with employees at all levels and work with diverse individuals.

Education / Experience Requirements

• Education: Any Graduate.
• Experience: 0 to 5 years in the call center industry, preferably in Chat/Email operations.

Ready to Apply?

Submit your application, and a recruiter will reach out via email, phone, or text to discuss this exciting opportunity!

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