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

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

Company Overview:
A renowned multinational company (MNC) in the BPO (Business Process Outsourcing) sector is seeking dynamic individuals for their Non-Voice Chat Process. The role offers both full-time and part-time work opportunities, with the flexibility to cater to various schedules and career aspirations. This position focuses on handling customer inquiries and support through live chat channels rather than voice calls, providing an ideal environment for individuals who prefer written communication over verbal interactions.

Role Overview:
As a part of the Non-Voice Chat Process, your primary responsibility will be to interact with customers via live chat platforms, addressing their queries, providing solutions, and ensuring overall satisfaction. You'll be expected to manage multiple chat interactions simultaneously, maintain professionalism, and meet key performance indicators (KPIs) like response time, resolution time, and customer satisfaction scores.

Key Responsibilities:

1. Customer Support:
   • Engage with customers through chat to provide support for queries related to products, services, troubleshooting, account details, and more.
   • Respond to inquiries with clear, concise, and accurate information while maintaining a friendly and professional tone.
2. Issue Resolution:
   • Resolve customer concerns promptly by providing accurate information or directing them to the appropriate resources or departments.
   • Troubleshoot common issues effectively while ensuring a smooth customer experience.
3. Process Adherence:
   • Adhere to standard operating procedures and workflows to ensure consistency and quality of service.
   • Follow up on unresolved issues and ensure that they are escalated to the right teams if necessary.
4. Multitasking & Time Management:
   • Handle multiple chats simultaneously without compromising the quality of customer service.
   • Effectively prioritize tasks and manage time to meet required KPIs and service level agreements (SLAs).
5. Documentation & Reporting:
   • Maintain accurate records of customer interactions and update the CRM (Customer Relationship Management) system with relevant details.
   • Provide feedback or report any trends in customer issues to help improve products or services.

Skills & Qualifications:

• Excellent Communication Skills:
  Strong written communication skills are a must. The ability to express oneself clearly, concisely, and professionally is key to success in this role.
• Problem-Solving Ability:
  Ability to think critically and provide accurate, timely solutions to customer inquiries and issues.
• Multitasking Skills:
  Proficiency in managing multiple conversations simultaneously, while ensuring a high quality of service.
• Attention to Detail:
  Must be detail-oriented, ensuring that every piece of information provided to customers is accurate and helpful.
• Tech Savvy:
  Comfort and experience using chat software, CRM systems, and other digital tools is a plus.
• Education:
  A high school diploma is typically required. A degree in any stream is a plus but not mandatory.

Work Environment & Benefits:

• Work from Home / Office Options:
  Both remote and on-site opportunities are available, depending on the company's location and policies.
• Flexible Hours:
  Full-time and part-time roles are offered, allowing employees to select shifts that align with their availability. This flexibility makes it an excellent option for students, parents, or anyone seeking work-life balance.
• Career Growth:
  MNCs often provide opportunities for career advancement within their organizations, offering training, skill development, and a path to higher positions.
• Competitive Compensation:
  The position offers a competitive salary with performance incentives, along with health benefits and other perks based on the companys policies.

Conclusion:
The Non-Voice Chat Process role in an MNC BPO setting offers an excellent opportunity for individuals who are skilled in written communication, enjoy problem-solving, and thrive in a fast-paced environment. With the option for flexible hours, its ideal for those looking for a work-life balance while providing valuable customer service and support.