Webhelp jobs - Webchat Advisor

Do you find joy in helping others? Do you get a kick out of making someone’s day? Does solving problems make you feel like breaking out in song and dance?

We are looking for Web Chat Advisors with vibrant energy to join the Webhelp team. Along with your vibrancy, we’ll need you to be highly responsible when it comes to time management and discipline as this role will require you to work remotely until we can reunite in our Gurgaon office.

We need people who take the time to understand the needs of our customers. We need solution finders not problem pointers. If you’re passionate about people, can share a laugh and go the extra mile to make someone else’s day by providing excellent customer service, then this could be your perfect fit.

Responsibilities

• Seamlessly multi-tasking, accessing and switching between tools during a chat conversation to ensure you are able to give the most accurate and complete service possibly
• Providing an extraordinary customer experience by addressing inquiries through a web chat channel in a support-centre environment adhering to scheduled shifts, procedures, metrics, and departmental goals.
• Identifying the root cause of the customers’ issues
• Documenting each customer contact using contact tracking systems and escalating unresolved customer issues with all pertinent information included to appropriate resources
• Working collaboratively and effectively within a team of peers
• Maintaining a positive, constructive attitude in the workplace including presenting challenges in a positive light, offering constructive approaches to overcoming difficulties and treating all individuals with respect
• Prioritising work, balancing importance from the customer perspective and operational efficiency
• Following through on commitments, communicating status of work, identifying and requesting assistance with barriers that may interfere with progress
• Communicating new information that is relevant to the campaign to colleagues, customers and managers
• Developing and maintaining current knowledge of the campaign
• Information security needs to be protected and you are responsible for highlighting any issues that you are made aware of by using the correct process
• Ensuring first contact resolution at all times
• Endeavouring to achieve and exceed all operational metrics and targets

We want you if you’ve got

• Compassion: Customers must be able to sense that you really care about them
• Sparkling conversation manner: Customers must feel like you can relate to them through effective communication
• Cool head under pressure: You must be able to handle the easy and hard times
• Inspiring ‘can do’ attitude: You must be willing to do and be your best every day
• Team spirit: Good customer service takes team work and working well with others is essential to your success
• Confidence: We are looking for people’s people who can establish common ground, draw strength from setbacks and influence others

Requirements

• High proficiency in the English language with excellent verbal and business writing skills
• Experience in web chat role (International BPO experience preferred)
• Demonstrable computer literacy, MS Office skills, understanding of relevant software and advanced internet functions (Essential)

What we offer

• Attractive compensation package
• Free cabs, both home pick-up and drop-off (Yes, you read that right!)
• Medical benefits
• Rewards and recognition all year round
• State of the art facilities including cafeteria, indoor games and other recreation activities