Customer support - Chat process

Company Description Transcom India provides customer experience support and contact center services for Indian and global organizations across diverse industries. The company delivers value-driven business process outsourcing solutions designed to reduce friction for end customers and give clients a lasting competitive advantage. Transcom offers customer care and managed services in more than 60 languages through voice, email, chat, and social media channels. The organization emphasizes a people-centered culture, fostering an engaging workplace that inspires team members and supports their growth. Team members at Transcom contribute directly to creating exceptional customer experiences through innovative BPO solutions.

Role Description This is a full-time, on-site Customer Support – Chat Process role based in Jaipur. The role involves handling customer queries and issues via online chat channels in a professional, timely, and accurate manner. Team members will manage multiple conversations, provide clear resolutions, and ensure a positive customer experience with every interaction. The position includes documenting interactions, escalating complex cases to the appropriate teams, and following standard operating procedures and service-level agreements. The role also requires collaborating with colleagues and supervisors to improve processes and maintain high customer satisfaction scores.

Qualifications

• Candidates should possess strong Customer Support and Customer Satisfaction skills.
• Candidates should possess solid Interpersonal Skills for clear and empathetic communication.
• Candidates should possess relevant Technical Support capabilities to troubleshoot basic issues.
• Candidates should possess Analytical Skills to understand customer needs and identify effective solutions.
• Good written English communication skills and typing speed suitable for real-time chat support.
• Ability to work in rotational shifts, including weekends and holidays, as required.
• Previous experience in a chat process or contact center environment is an advantage.
• Minimum educational qualification: high school diploma or equivalent; higher education is preferred.