. MNC BPO Non-Voice Chat Process Full/Part Time

Job Description: MNC BPO Non-Voice Chat Process Full/Part-Time

Position Overview: The MNC BPO Non-Voice Chat Process involves customer support services provided through chat platforms instead of voice calls. The role requires individuals to communicate effectively and efficiently through written correspondence, assisting customers with their queries, technical issues, and providing information on various products or services offered by the company. This job can be done on both a full-time and part-time basis, making it ideal for those looking for flexible work arrangements.

Key Responsibilities:

1. Customer Support via Chat: The primary responsibility is to respond to customer queries through live chat, providing them with accurate, timely, and professional assistance. This may involve helping customers navigate the companys website, resolving product or service issues, or providing general information.
2. Problem-Solving and Troubleshooting: Non-Voice Chat Agents are expected to troubleshoot problems faced by customers, whether its a technical issue, billing problem, or inquiries regarding a product/service. They must find appropriate solutions or guide the customer on how to resolve the issue.
3. Maintain High Levels of Customer Satisfaction: Agents must maintain a positive and professional tone in their responses, even when dealing with frustrated or upset customers. Ensuring customer satisfaction through effective problem resolution and communication is key to the role.
4. Documentation and Record-Keeping: It is essential to accurately document customer conversations, issues, and resolutions for future reference and to maintain proper records of all interactions within the company's system.
5. Adherence to Service Level Agreements (SLAs): Agents must ensure that they meet company standards and KPIs (Key Performance Indicators), including response times, resolution times, and customer satisfaction scores.
6. Collaborate with Teams: Agents may need to liaise with other departments such as technical support, billing, or product teams to resolve customer issues effectively. Collaboration and communication with colleagues are essential for the smooth running of operations.
7. Product/Service Knowledge: A strong understanding of the products, services, and policies of the company is crucial. The agent must stay updated on the latest features, offerings, and updates related to the company's services to provide accurate support.
8. Multitasking: Since this is a chat-based process, multitasking is necessary. Agents may be required to handle multiple chat windows at the same time, ensuring that all customers receive timely and appropriate responses.

Skills & Qualifications:

• Excellent Written Communication Skills: As this is a non-voice process, clear, concise, and professional writing is essential to convey messages effectively to customers.
• Customer-Centric Mindset: Strong interpersonal skills, empathy, and a desire to help customers solve their problems.
• Basic Computer Knowledge: Familiarity with computer systems, web browsers, and chat software is required. Basic knowledge of troubleshooting common tech issues is an advantage.
• Attention to Detail: Ability to record and recall customer information, query history, and resolutions with accuracy.
• Time Management: Capability to handle multiple customer chats simultaneously while meeting deadlines and maintaining service quality.
• Patience and Problem-Solving Ability: Customers may come with complex issues, and the agent must be able to patiently troubleshoot and provide solutions.

Work Schedule: The job can be performed either on a full-time or part-time basis, with flexible working hours depending on the companys requirements. Agents may work in shifts, which could include evening or weekend hours, to accommodate customers across different time zones.

Educational Requirements:

• A minimum of a high school diploma or equivalent. A degree in any field is a plus, though not mandatory.
• Experience in a customer service or chat-based support role is an advantage but not required for candidates willing to undergo training.

Why Join:

• Work From Home: Many MNCs offer remote work options, providing you with flexibility in your work location.
• Career Growth: There are ample opportunities for career progression within the BPO industry, such as moving into supervisory or management roles.
• Incentives and Benefits: Competitive pay packages, performance-based incentives, and additional benefits such as health insurance or paid time off.

This is an excellent opportunity for individuals looking to start or build a career in the BPO industry, offering flexible working hours, a supportive work environment, and the ability to work from home.