HCLTech Hiring Process Associate in Chennai | Freshers Eligible

Job Summary

This is a Customer Service Chat Agent role.

Key Responsibilities

The customer service agent acts as first line support for end customers who contact us through chat for basic L0/L1 issues. These include printing of photos or content, using a particular software, and general queries. The agent should understand product features.

• Make every reasonable attempt to resolve issues and provide service where possible.
• Provide accurate and complete information using the right methods and tools.
• Quickly assess an issue and respond accurately to customer inquiries.
• Respond to all service requests and issues raised via chat support.
• Move requests to the L2 support team (Fuji Films).
• Monitor all service requests raised in the CRM system and follow up on relevant resolution procedures effectively.
• Keep records of customer interactions and process customer account changes as required.
• Follow communication procedures, guidelines and policies.
• Meet individual and team targets for customer service goals.
• Handle customer complaints and provide appropriate solutions and alternatives within time limits.

Skill Requirements

• Good communication and English or other language skills.
• Previous customer support or client service representative experience is preferred.
• Strong phone contact handling skills, including active listening and the ability to empathize.
• Past expertise in chat support processes.
• Good typing skills.
• Creative problem-solving and analytical skills.
• Ability to work closely with other departments and obtain information in a timely manner.
• Ability to multi-task, prioritize and manage time effectively.