Associate - Customer Service (Chat Process)

  • 2, Senapati Bapat Marg, Railway Colony, Lower Parel, Mumbai, Maharashtra 400013, India
  • Full-time

Company Description

Apertum Online is a leading B2B Tech startup providing business and technical services to the global online and mobile gaming industry. Apertum Online offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals and build and support scalable products and technology which already provide entertainment to millions of users.

Job Description

Key Responsibilities: 

  • Handling customer queries on Web Chat, E-mails and Social Media
  • Educate current and potential customers with product and service information
  • Maintain accurate customer records
  • Identify and escalate priority issues to the Team Leader and Ops Team
  • Actively participate in team meetings

Key Performance Indicators:

  • Handle all queries in a polite, professional manner
  • Probe and trouble-shoot customer queries, and provide a suitable and satisfactory solution
  • Educate customers on services and processes
  • Escalate any issues to the Team Leader
  • Achieve agreed KPIs and Objectives
  • Attend coaching sessions with Customer Service Supervisor
  • Adhere strictly to shift schedules
  • Adhere to laid down internal policies, procedures and processes
  • Work collaboratively with the team
  • Logical reasoning

Qualifications

  • Bachelor’s degree from any stream
  • Passionate about customer care
  • Good typing skill
  • Fluent in written and spoken English
  • An excellent communicator
  • 5 days working
  • Rotational shifts and week offs
  • Must be time flexible and able to work in a shift system including Public holidays and weekends
  • Positive attitude
  • Able to work well under pressure and under minimum supervision
  • A fast learner who is able to work with set targets
  • A team player