SLA complying & Qc Metrics Non-Voice Process Executives

SLA complying & Qc Metrics Non-Voice Process Executives Job Description Duties: Dual-Channel Queue Management: Depending on real-time traffic demands, seamlessly transition between incoming phone calls and text-based queues (webchat, emails, or app messaging). client Query Diagnostics & Troubleshooting: Examine client account problems, billing inconsistencies, or technical tracking faults and offer precise, step-by-step instructions via chat or phone. Concurrent Chat Management: Maintain two to three live webchat conversations at once without losing concentration, guaranteeing quick first responses and no dropouts. Professional Written Communication: Respond to customer emails and chat tickets in a clear, helpful, and grammatically correct manner while adhering to brand guidelines and avoiding confusing lingo. CRM Documentation & Case Logging: Update profiles and tag follow-ups while entering thorough descriptions of interactions across channels into the Customer Relationship Management (CRM) system. Focus Skills: Excellent Voice Etiquette & Verbal Articulation: Professional telephone presence, clear speech, and the capacity to simply explain complicated procedures over the phone. Quick & Accurate Written Composition: Proficient typing (at least 35 to 40 words per minute), proper grammar, and the ability to compose polished, beneficial conversation responses. High-Acuity Multi-Tasking & Context Switching: Excellent mental agility to search a database or type into a chat screen while having a courteous, natural headset conversation. Problem Isolation & Solution-Matching: Use logical, analytical reasoning to dissect complex client problems into neat, well-organized solutions. Apply now to become an integral part of our growing team! With Regards, HR - Maria