Customer Support (Chat Process)
Job Description
Customer Support Executive (Chat Process) will be a core member of the service delivery team, focused on elevating customer experiences for We Win Limited’s diverse clientele through superior written communication. This role is crucial for supporting the company’s commitment to efficiency and cutting-edge solutions by managing all client and customer inquiries exclusively through digital chat channels (e.g., live chat, messaging platforms, and email). The Executive will be responsible for providing prompt, accurate, and professional resolutions, often addressing complex issues related to Global Capability Centers, GovTech solutions, or workforce analytics, ensuring every interaction underscores the organization’s three-decade legacy of expertise and excellence.
Key Responsibilities
- Digital Communication: Handle a high volume of concurrent customer interactions exclusively through chat and email, providing timely and accurate troubleshooting and support.
- Expert Knowledge: Rapidly acquire and maintain in-depth knowledge of We Win Limited’s specialized services, including GovTech platforms and workforce analytics tools, to deliver informed solutions.
- Resolution & Efficiency: Achieve high customer satisfaction scores and meet strict service level agreements (SLAs), focusing on first-contact resolution and efficient issue closure.
- Issue Documentation: Meticulously document all customer interactions, technical details, and resolution steps in the Customer Relationship Management (CRM) system.
- Cross-Functional Liaison: Effectively categorize and escalate complex, unresolved issues to the appropriate technical experts or specialized teams for advanced support.
- Written Excellence: Maintain an impeccable standard of written communication, ensuring clarity, conciseness, and correct grammar and spelling in all customer-facing messages.
