Customer Support (Chat Process)

Job Description

Customer Support Executive (Chat Process) will be a crucial frontline representative for Niftel Communications, responsible for delivering seamless, written support to the company’s global clientele across finance, insurance, claims, and energy sectors. This role focuses entirely on providing quick, accurate, and professional assistance through digital chat channels (e.g., live chat, email, instant messaging), ensuring customer queries are resolved efficiently while maintaining high satisfaction scores. The Executive will leverage excellent written communication skills and a deep understanding of service protocols to handle complex inquiries, directly supporting Niftel’s reputation as a multinational provider of high-quality BPO/ITES services.

• Key Responsibilities
  Chat Resolution: Handle a high volume of concurrent customer queries and technical issues exclusively through live chat and email, providing prompt, accurate, and personalized solutions.
• Service Expertise: Quickly acquire and maintain in-depth knowledge of Niftel’s service offerings across the finance, insurance, and energy sectors to effectively address diverse client needs.
• Quality & Efficiency: Adhere to strict service level agreements (SLAs) and quality assurance guidelines, focusing on first-contact resolution rates and minimizing average handling time per chat.
• Documentation: Meticulously document all customer interactions, troubleshooting steps, and outcomes in the Customer Relationship Management (CRM) system.
• Cross-Functional Handoff: Effectively identify and escalate complex or multi-faceted issues to the appropriate technical or senior support teams for timely resolution.
• Communication Excellence: Maintain a professional and empathetic written tone, ensuring clarity, correct grammar, and spelling in all customer communications.