Chat Associate Job in Ahmedabad at upGrad

UpGrad is hiring for the role of Chat Associate

Responsibilities of a Candidate:

• Handle a team to manage large amounts of chats professionally to resolve customer  queries
• Provide accurate, valid, and complete information by using the right methods/tools; provide first-time resolution for all types of queries by the team
• Resolve service problems by clarifying the customer's complaint; determining the cause of  the problem; selecting and explaining the best solution to solve the problem; following up to  ensure resolution
• Ensure that the team generates leads and shares them with the sales team
• Regular meetings with the sales team to share their insights and help them to improve    lead to payment conversion
• Meet personal/team lead generation targets
• Keep records of customer interactions, process customer accounts, and file documents
• Raise “Requests” to cross-functional teams and follow up to resolve the issues within TAT
• Follow communication procedures, guidelines, and policies
• Go the extra mile to enhance CX
• Manage Chat BOT and coordinate with the Product and tech team for any tech issues or development