Job Description: Chat Support

Role Overview:

We are seeking a dedicated and empathetic individual for the role of Chat Support to handle inbound chats and assist customers with their inquiries and concerns. The ideal candidate will be responsible for providing real-time support through chat and, if necessary, calls, while maintaining a high level of professionalism. The role requires a problem-solving mindset and the ability to sympathize with the customers’ issues while providing prompt and effective solutions.

Key Responsibilities as Chat Support Role

• Respond to inbound chat inquiries from customers in a timely and professional manner.
• Diagnose customer issues accurately and resolve them with appropriate solutions.
• Escalate complex issues to the appropriate department while maintaining accountability for resolution.
• Maintain a high level of customer satisfaction by empathizing with customer concerns and providing a personalized experience.
• Occasionally handle customer queries via phone when required.
• Work closely with the team to ensure seamless service delivery and continuous process improvement.
• Handle complaints, provide appropriate solutions, and follow up to ensure resolution.
• Stay up-to-date with product knowledge, system updates, and process changes.
• Maintain records of customer interactions and issues for future reference.
• Adhere to all company policies and procedures while upholding the highest levels of integrity and confidentiality.

Perks & Benefits:

• Quarterly performance-based bonus.
• Provident Fund (PF) and Employee State Insurance (ESIC) coverage.
• Opportunities for career growth and development.
• Rotational shifts to ensure work-life balance.

Requirements:

• Graduation is not mandatory.
• Fluency in English with strong written and verbal communication skills.
• Ability to work in a rotational shift environment.
• Experience in non-voice chat processes, preferably in a BPO or Call Centre setting, is advantageous.
• Problem-solving attitude with the ability to remain calm under pressure.
• Strong interpersonal skills, able to handle customer complaints with empathy.

Preferred Skills:

• Proficiency in handling chat and blended processes.
• Familiarity with handling multiple chats simultaneously.
• Knowledge of back-office procedures is a plus.

About Startek:

Startek is a leading global provider of technology-enabled business process outsourcing solutions. We offer omnichannel customer experience management, back office, and technology services to a wide range of industries worldwide. Our team works collaboratively to deliver the best customer service experiences, driving growth and ensuring customer satisfaction.

Location:

Industrial Plot No. 247, Udyog Vihar Phase IV, Gurgaon, Haryana, India

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10 Interview Questions & Sample Answers:

1. Can you describe a time when you had to handle a difficult customer?

Sample Answer: “I once dealt with a customer who was upset about a delayed product delivery. I empathized with their frustration, assured them that I would escalate the issue to ensure prompt delivery, and kept them updated throughout the process. By the end, the customer appreciated my proactive communication, and their satisfaction increased significantly.”

2. How do you prioritize multiple chats or tasks when handling multiple customers?

Sample Answer: “I focus on understanding the urgency of each query and addressing high-priority issues first. I ensure that I respond promptly to all chats, while also managing my time efficiently by using templates for common queries. If needed, I escalate complex issues while ensuring quick resolution for simpler ones.”

3. How do you manage stress, especially when dealing with high chat volumes?

Sample Answer: “I manage stress by staying organized, using time management techniques, and taking short breaks when possible. Remaining calm under pressure is key, and I also make sure to focus on one issue at a time, so I don’t feel overwhelmed by the workload.”

4. Why do you think empathy is important in customer service?

Sample Answer: “Empathy is crucial because it helps build a connection with the customer. By understanding and validating their feelings, you can turn a negative experience into a positive one. It shows customers that we care about their problems and are dedicated to resolving them.”

5. How do you handle customers who are not tech-savvy?

Sample Answer: “I make sure to use simple and easy-to-understand language when explaining technical steps. I guide them patiently, ensuring they are comfortable with each step, and offer alternative solutions if they still face challenges.”

6. Describe a situation where you didn’t have an immediate solution to a customer’s problem. What did you do?

Sample Answer: “In such cases, I remain honest with the customer and assure them that I will research the issue and follow up with a solution as soon as possible. I ensure that they feel heard and know that their issue is being worked on, and I keep them updated on the progress.”

7. How would you handle a situation where the customer is wrong, but they refuse to accept it?

Sample Answer: “I would calmly explain the situation using facts and without pointing out that they are ‘wrong.’ I’d try to guide them towards the correct understanding while maintaining a polite and respectful tone. It’s important to be empathetic and tactful to avoid escalating the situation.”

8. What motivates you to perform well in a customer support role?

Sample Answer: “I am motivated by the opportunity to help people and solve their problems. The sense of accomplishment I get from turning an unhappy customer into a satisfied one is rewarding. Additionally, the dynamic nature of customer service keeps me engaged and motivated to learn.”

9. How do you stay updated with new product information or system changes?

Sample Answer: “I make it a point to regularly review internal updates, attend training sessions, and actively participate in team meetings. I also take personal initiative to explore new features and systems so that I can offer customers accurate and updated information.”

10. How do you handle a situation when you are not able to resolve a customer’s issue?

Sample Answer: “If I’m unable to resolve a customer’s issue, I would first apologize for any inconvenience and assure them that I will escalate the matter to someone who can. I would follow up on the case personally to ensure that it gets resolved and keep the customer informed along the way.”