job description

Qualifications and Technical Competencies Required

Education

Mandatory: HSC from any stream

Desirable: Graduate from any stream

Experience: Desired experience in E- Commerce industry or other customer facing roles for a minimum duration of 6 months

Technical Competencies: (Job related)

Typing speed and Accuracy: minimum 22 WPM with >=90% accuracy for chat CSAs

Customer Focus:

• Demonstrates a strong customer service orientation
• Takes responsibility to follow up with customers to ensure their needs and expectations are satisfied and promises are kept.

Soft Skills:

• Ability to effectively communicate his/her thoughts in a well-organized manner
• Excellent, live writing skills. Example: Ability to type a minimum of 22 words per minute with few grammatical errors in a back and forth conversation with a customer.
• Friendly and upbeat style
• Ability to handle difficult or irate customers effectively
• Ability to set expectations and deliver information in a positive and articulate way
• Investigates and takes action to meet customers needs
• Solves routine problems effectively, gathering the information necessary from the customer
• Applies systematic approach to solving problems
• Professional and positive in interactions with others and is able to establish rapport quickly
• Treats others with courtesy and respect
• Able to adjust his/her behaviour and communication to accommodate working styles and perspectives of diverse individuals

Others:

• Demonstrates clear and polite written communication
• Escalates customer issues appropriately and correctly. Demonstrates timely accurate and professional customer service
• Maintains a positive and professional demeanour and portrays the company in a positive light
• Demonstrates knowledge and use of departmental resources, policies and procedures
• Annotate contact topic and actions in Amazon tools
• Maintains email handle time, while remaining friendly and informative (after call email to customers)
• Maintains productivity and quality standards
• Actively seeks solutions and identifies trends to appropriate personnel including possible solutions or suggestions
• Demonstrates appropriate sense of urgency for customer responses
• All other duties as assigned

Mandatory:

• Should be ready to work in flexible shifts Rotating throughout Day/Night and 5 days working
• Adherence to company policies, rules and regulations
• To follow quality processes thoroughly using checklist standards
• Responsible for complying with all QMS and ISMS Policies and procedures

Desirable: Should be comfortable in using the e-commerce website and should be aware about how the ecommerce industry works

Contact Person: Pavithra/Sabarish

E mail ID: pavithraa1@hexaware.com/sabarishk1@hexaware.com