Senior Process Associate - BFS

Following will be the Roles and Responsibility of the Customer Service Chat Agent and role they will perform following activity

• The Customer service agent shall act as a first line support for end customers who are communicating through Chat channel  for any asic L0/L1                                                                                      issues relating to printing of photo's / content, issues relating to usage of the so any particular software , general queries . Understanding the product features
• The agent  shall make every reasonable attempt to resolve  and provide the service where possible
• Provide accurate and complete information by using right methods and tools
• Ability to quickly assess an issue and accurately respond to customer inquiries
• Respond to all service requests and issues raised via chat support
• Move the request to L2 support team ( Fuji Films)
• Ensure that all service request raised in the CRM  System are monitored and the relevant resolution procedures

are followed up effectively

• Keep records of customer interactions, process customer account changes as required
• Follow communication procedures, guidelines and policies
• Meet individual and team targets for a variety of customer service goals
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits

Following will be the Roles and Responsibility of the Customer Service Chat Agent and role they will perform following activity

• The Customer service agent shall act as a first line support for end customers who are communicating through Chat channel  for any asic L0/L1                                                                                      issues relating to printing of photo's / content, issues relating to usage of the so any particular software , general queries . Understanding the product features
• The agent  shall make every reasonable attempt to resolve  and provide the service where possible
• Provide accurate and complete information by using right methods and tools
• Ability to quickly assess an issue and accurately respond to customer inquiries
• Respond to all service requests and issues raised via chat support
• Move the request to L2 support team ( Fuji Films)
• Ensure that all service request raised in the CRM  System are monitored and the relevant resolution procedures

are followed up effectively

• Keep records of customer interactions, process customer account changes as required
• Follow communication procedures, guidelines and policies
• Meet individual and team targets for a variety of customer service goals
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits

•Good communication and English/ Language  skills

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