Webchat Agent

Handle inbound customer queries through Webchat in a professional, accurate and timely manner.

• Deliver clear written responses while following approved process guidance, customer service standards and compliance requirements.
• Provide end-to-end query resolution wherever possible and reduce unnecessary customer hand-offs or repeat contacts.
• Maintain high levels of customer satisfaction, first contact resolution, quality and productivity.
• Use effective probing, reading comprehension and written communication to understand customer needs and provide suitable responses.
• Manage multiple chat interactions simultaneously while maintaining accuracy, empathy and service quality.
• Navigate CRM systems, knowledge tools and internal process references to resolve customer queries.
• Identify complex, sensitive or high-risk cases and escalate them through the appropriate process.
• Meet agreed service level, schedule adherence, compliance and performance expectations.
• Support process improvements by sharing customer insights, recurring issues and opportunities to simplify digital servicing.