About Intouch CX :
Intouch CX is global providers of customer experience (CX) solutions, specializing in offering comprehensive outsourcing services. These services are designed to help business improve their customer service, enhance customer satisfaction, and create better overall customer experience. The company focuses on providing tailored solution across multiple industries, including e- commerce ,technology, healthcare, retail, financial services.
Role Overview :
As customer service representative (Chat / Email )
Your primary role is to assist customer with inquires, resolve issues, and ensure that customers have a positive experience. Here is general overview of the responsibilities and skills involved in this position.
Key Responsibilities:
- Responding to Customer Inquiries :
- Providing accurate and timely response to questions via chat or email
- Ensure that all inquiries are addressed professionally and promptly, maintaining a positive tone.
Trouble shooting issues :
- Hel customers identify problems they may be facing with products or services.
- Offers clear instructions on how to resolve issues or escalate them to higher –level support if needed.
Managing Complaint’s :
- Address customer complaints with empathy and patience.
- Work towards finding a solution that satisfies the customer while adhering to company policies.
Documentation :
- Maintaining detailed records of customer interactions and issues for further reference.
- Update CRM (Customer Relationship Management) system with accurate customer data and case resolutions.
Feed Back collection :
Ask customer for feedback on their experience and report insights to improve services
Escalating Issues:
- Recognize when an issue enquires escalation to a higher department or manager.
- Ensure the customer is informed about the escalation process and follow up as needed.
Product /service knowledge :
Stay informed about company products ,services and promotions to provide customer with up to date information
Processing Orders and requests:
- Handle order inquiries, product, returns, exchange s, and patience.
- Ensure that orders are processed accurately and efficiently.
Skills Required:
Communication skills : Clear and concise writing is critical, especially in email communication, to avoid misunderstandings.
Problem solving: Critical thinking to address issue and resolve customer concerns effectively , and Ability to trouble shoot issue and suggest solutions in a timely manner.
Multitasking : Ability to handle conversations issue and suggest solutions in a timely manner.
Empathy : Showing understanding and concerns for customers issues. And Ability to stay patient supportive, even when dealing with frustrated customers.
Technical Proficiency: Comfortable using CRM software ,live chat tools, and email management systems. And Basic knowledge of the company products /services and the ability to earn quickly.
Attention to details :Ensure all customer quires are thoroughly address and all details are accurate especially when processing orders or refunds.
Time Management : Prioritize tasks to handle a high volume of inquires without sacrificing quality.
Customer service Representative (Email )Specifics :
Clarity and Formality : Emails allow for a more detailed ,structured response ,but clarity is paramount to avoid confusion.
Response Time : While less immediate than responses should still be timely (usually within 24 hours )
Personalization : Tailor responses to individual customers, making them feel heard and valued.
Email Response Example:
Subject: Re: Issue with Recent Order – Order #12345
Dear [Customer Name],
Thank you for reaching out to us. I understand you are experiencing an issue with your recent order. We apologize for any inconvenience this has caused.
I’ve reviewed your order, and I’d like to assist in resolving this. Could you please provide additional details about the issue you’re facing? Once I have that information, I can suggest the best solution.
Looking forward to assisting you further. Please don’t hesitate to reach out with any additional questions.
Best regards,
[Your Name]
Customer Service Team
[Company Name]